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MMP Consultancy are looking to recruit a Complaints Team Leader to join an excellent Housing Association in South London on a temporary basis.

Key Responsibilities:

* Provide support and guidance to the individuals in the team on complaint handling and policies
* Drive and motivate the team to success in achieving their goals and objectives
* Regularly review performance and development needs with the team members
* Monitor team performance for quality and productivity
* Constantly review resources and capabilities within the team to ensure workloads are being managed effectively
* Escalation point for your team, speaking to customers, taking complaints over if needed or stepping in to provide guidance and support when needed
* Holding regular learning and training sessions to ensure a high level of knowledge and development is maintained in the team.
* Able to provide reporting and performance information whenever needed for the team
* Working collaboratively with other team leaders, sharing best practice and knowledge
* Drive excellent relations with contractors, service area leads and managers.
* Provide weekly communication to the team on organisational and department news
* Attend weekly management meetings to update on performance and challenges
* Identify potential risks and opportunities and feedback though line management

Key Experience:
* A good leader of people, able to bring your team with you to achieve goals and targets
* Able to build relationships with customers and staff, showing a strong focus on putting customer experience first
* Strong at planning and organising to ensure priorities are kept and deadlines delivered
* Customer focused and passionate about delivering a great complaints service
* Experience of leading a team
* Demonstrable experience of complaint handling and working in a complaint environment (preferably in housing)
* Excellent communication skills both written and verbal
* Excellent knowledge of the Housing Ombudsman Complaint Handling Code