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Westminster Council - Complaints and Customer Manager

Westminster Council - Complaints and Customer Manager

  • Location

    Westminster, London

  • Sector:

    Social Care

  • Job type:


  • Salary:

    Up to £275 per day

  • Contact:

    Lorna Burner

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    about 1 month ago

  • Duration:


  • Expiry date:


  • Startdate:


You will be leading a customer relations/complaints management team, you will be tasked with delivering a customer focused complaints function, using root cause analytics to develop continuous improvement. You will work collaboratively with peers and colleagues to reduce complaints by identifying improvements and driving effective change.

You will be managing and improving the quality and output of the complaints teams work. Working to and achieving SLA's and KPI's inline with the Councils targets and standards across all Housing teams. Enhance the customer experience, leading and building a quality led team. Work with teams across the business to ensure that customers are at the heart of everything that we do and all correspondence with customers meet our standards.

Provide regular reports on complaints performance, service improvements and improvement activities implemented to address gaps in quality, processes and procedures. Develop initiatives that deliver process improvements which create a seamless, more efficient and or streamlined customer experience.

Work closely with our term contractors and partners to deliver a first-class complaints service. Act as a point of escalation for residents. Build positive relationships with the Councils Corporate complaints team, other Directorates, Partners , Support agencies and Contractors. Meet all the councils' obligations towards the Housing Ombudsman and follow their Dispute Resolution Principles.

If you are interested in this role please send your updated CV in the first instance.