Senior Project Manager -Complaints and Consumer Standards

Job title:

Senior Project Manager -Complaints and Consumer Standards

Company

Royal Borough of Greenwich

Job description

Senior Project Manager – Complaint and Customer Standards – PO5This 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.Essential:

• Provide strong leadership with proven excellent knowledge of the workings of a Repairs Service, Direct Labour Organisation and Capital Investment Services.
• Outstanding understanding of Housing Ombudsman, TSMs and Freedom of Information and legislations for dealing with consumer standards.
• Excellent written, telephone and communication skills
• Provide leadership skills to monitor performance to ensure that complaints, members enquiries and Ombudsman’s complaints are responded to within the council’s published timescales.

• Strong leadership experience of driving customer service best practice and complaint resolution.
• Provide SMT support on legislations on consumer standards, ombudsman and other housing policies in the provision of properties that meet resident needs.

Other key duties include:

• 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.

For an informal discussion about this opportunity, please contact Donald Harding; donald.harding@royalgreenwich.gov.uk .If you require any assistance in viewing or accessing this opportunity, please contact or call 020-8921-8977Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.High Volume Applications: Royal Borough of Greenwich reserves the right to close any vacancy earlier than the advertised closing date should there be a high volume of applications received.Advert Close: All vacancies close at midnight unless otherwise stated.How Applications are Scored: Each application is scored according to how well the supporting statement addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statement section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application.Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this to help you calculate a pro rata salary.Our Staff Values: are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.Related informationPlease read any attached documents before applying for this jobFile size: 349.49 KBFile size: 190.06 KBExternal linkExternal linkExternal linkAt the Royal Borough of Greenwich we believe children should enjoy their childhoods, and we are determined to apply child-centred best practice in everything that we do.We have opportunities for Social Workers to join our Permanence and Safeguarding Service, including our MASH team (Multi- Agency and Safeguarding Hub).Social Work – Health & Adult ServicesOur people are important to us. We believe in a 21st century adult health and social care that makes the best use of people’s strengths and resources to ensure our residents, and our workforce, thrive.Royal Greenwich is proud to signal our commitment to a healthy, fair and inclusive workplace.Stonewall is the largest Lesbian, Gay, Bi and Trans (LGBT) rights charity in Europe. Royal Greenwich proudly supports this.This award rewards the work London-based employers are doing to make their workplaces healthier, happier and more productive.

Expected salary

£50574 – 53607 per year

Location

Greenwich, South East London

Job date

Sat, 15 Feb 2025 06:14:14 GMT

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