Head Of Complaints Remote
Job description
Job Title: Head of Complaints
Location: Homebased with travel as required
Hours: Full time, 37.5 hours per week
Salary: circa £70k plus £6,400 car allowance
About Us
As part of an organisation with a strong social purpose, Anchor is dedicated to improving the lives of older individuals by providing them with safe and comfortable homes, as well as the support and care they need to live fulfilling lives. With a focus on promoting independence, well-being, and community engagement, Anchor plays a vital role in the sector, ensuring that older people can age with dignity and quality of life. As England’s largest provider of specialist housing and care for people in later life, we’re proudly not for profit. Every penny we make is reinvested into our properties and services for the benefit of our residents.
The role
As our Head of Complaints, you’ll be responsible for overseeing the complaint management process ensuring compliance with the Housing Ombudsman Code and that customer complaints are handled efficiently, resolved promptly, and used as a valuable source of feedback for continuous improvement.
You’ll be accountable for coordinating cross functional teams, developing complaint handling procedures, monitoring key performance metrics, and collaborating with various departments to enhance the customer experience.
Working as a key member of the senior team, you will create, direct and support the development and delivery of the operational plans to deliver business solutions and growth objectives. You’ll also support on the creation and lead the delivery and implementation of change embedding new ways of working and a continuous improvement culture across Anchor.
About you
To be our Head of Complaints it is essential that you have already worked in a customer focused environment. It would be great if you also have the following;
Qualifications
- Educated to degree level or qualified by experience through equivalent and relevant training and/or experience.
- Evidence of continued professional development to date and personal development plan.
Knowledge
- Working knowledge of relevant strategic principles in leadership
- Clear understanding of critical areas of compliance with internal procedures and external regulatory legislation
- Knowledge of the expectations of the of the Regulator of Social Housing
- Good understanding of leading through change
- Excellent knowledge of customer experience and insight processes.
- Handling complex resident and customer issues
- You will be highly experienced in your field and able to evidence development of a customer experience/customer insight framework or similar.
Experience
- Proven ability to lead and motivate people in “steady state” and change environments, preferably with dispersed teams and services to older people.
- Managed stakeholder relationships and expectations, including negotiation and holding others accountable.
- Interpretation and understanding of qualitative and quantitative data.
- Developing a framework and/or strategy or similar.
- Delivering results in a time pressured environment
Anchor is proud to be an equal opportunity employer. We are proud to have an LGBT+ resident group, and also BAME, LGBT+ and Disabled colleague networks. These work closely with the organisation to celebrate diversity, address concerns, review policy and practice and empower their members. We recruit, train and promote without discrimination on the basis of race, religion, colour, sex or gender identity, sexual orientation, disability, age or other protected status. One of our values is ‘respect’, therefore we do not accept harassment or discrimination from any colleague, resident or third party.
Anchor – a great place to work
Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.
We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.
A rewarding environment
From health and happiness to finance and your career, we’ll give you all the support you need.
Health & happiness
- Gym, fitness and wellbeing discounts
- Mental health support
- Flexible working options
- Access to online GP appointments
Finance
- Pension plan – contribute between 4% and 8% and we’ll match it or better
- Quick and easy pension transfer service
- Savings and financial advice, loans, free life assurance
- Discounts on shopping, holidays, phones, technology and more
Career
- Ongoing personal and professional development programme
- Leadership Pathways online learning resources
- Career progression and promotion opportunities
To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser
Celebrating diversity, celebrating you
Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.
We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.
We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.
Please note that we reserve the right to close the advert early should we receive sufficient applications
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