Newton Abbot, Devon TQ12 4PH
Help us turn complaints into continuous improvement.
Teign Housing is a successful social landlord employing over 90 ambitious, committed people, responsible for managing more than 3,700 homes across South Devon. We’re passionate about giving our residents the best possible homes and our team the best and most flexible careers. Our culture of agile working means our 90 people enjoy an exceptional work-life balance, with the option of spending much of their time based at home. We believe giving you choice over when, where and how you work will improve both your wellbeing and your performance – creating a win-win situation for you, for us and for the thousands of people who rely on us.
About the Resolutions Manager role
In this key position, you will act as our customers’ champion as you efficiently investigate and resolve any complaints. This will involve taking decisions about the correct application of services to meet evolving needs, including overruling line managers’ interpretations where appropriate, so you will need a high level of tenacity and confidence. At the same time, you will assemble panels of residents to advise on complaints, including delivering hands-on training, and will actively update our complaints policies and procedures to reflect best practice. Above all, you will constantly analyse feedback to provide senior management with meaningful data so that we can enhance our performance, ensure that lessons are learned and take our service to the next level.
Building productive and respectful relationships with diverse customer groups should be second nature to you, and you will join us from a social housing or similarly regulated environment. Experience of creating administrative procedures would be very useful but more importantly you will bring outstanding administrative, organisational and interpersonal skills, backed by meticulous attention to detail and proven flair for conducting in-depth investigations against strict deadlines.
We are an Investor in People Platinum organisation, so you will be joining a company that creates a supportive high-performance culture. You can also expect to enjoy an excellent benefits package, including:
- Flexible working with time based at home
- Training opportunities
- 25 days’ leave plus bank holidays and discretionary leave between Christmas and New Year
- Pension scheme
- Free parking
- Employee Assistance Programme
- And much more
Your basic salary will be £30,745.34 per annum. This is subject to a benchmarking exercise early in the new year and the cost of living increase on 01 April 2024.
Job Description: Resolutions Manager JD
Person Specification: Resolutions Manager PS
If you believe you’re the right person for our Resolutions Manager role, please apply with your CV.
We will interview suitable candidates upon receipt of their application and reserve the right to close the vacancy early. Please apply without delay to avoid disappointment.
Teign Housing is committed to its policy on equality and diversity and we welcome applications from all sections of the community. Registered charity no. 1112196.