SENIOR PROJECT MANAGER - COMPLAINT AND CUSTOMER STANDARDS – PO5

This is a fantastic opportunity to provide leadership, motivation and management for a team of Complaints Officers, investigating and responding to Complaints on behalf of the Repairs and Investment Service.
You will be working collaboratively with Supervisors, Managers, and the Senior Management Team, responding to Complaints, members enquiries, Ombudsman and driving through our consumer standard initiatives in delivery an efficient repairs service for our residents.

• Monitoring and analysing complaints and customer satisfaction surveys outcomes to utilise on common themes, ensuring that the service learns from Complaints. Produce reports to advise and recommend to senior management team on the outcomes of these activities.
• Benchmark our results against other organisations, as a tool for service improvement.
• Utilising information from satisfaction surveys to improve complaints handling.
• Ensure team are all up to date on managing complaints and consumer standards.
• Work collaboratively with Royal Borough of Greenwich’s Housing strategy services in maintaining standard legislative responses to residents’ complaints.
• Demonstration of strong understanding of Microsoft suite of packages and other reporting tools.