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Senior Housing Complaints Manager required:

To ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.

To provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence.

To support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.

To work with the Customer Experience Manager to review complaints and details of individual investigation outcomes are sensitively and appropriately communicated to complainants and/or their representatives.

Supervise (in the absence of the Customer Experience Manager) the day to day management of the Complaints Team in providing a quality and efficient complaint service