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Complaints Team Leader

Job Posted: 10 hours ago

Salary: £ 38,000 - 38,000 / Annum
Job Type: Contract
Location: Walton-On-Thames, Surrey

Expire in: a month

Job Description

MMP Consultancy are working with a fantastic organisation to recruit a Complaints Team Leader to join them on a temporary contract based in Surrey. 

We are seeking enthusiastic and experienced administrators to apply, who possess exceptional customer service and clerical skills. Ideally someone who thrives in challenging atmospheres and can remain calm under pressure. 

Responsibilities:

Act as the primary contact for residents raising complaints or service concerns, ensuring a professional and empathetic approach.
Manage and resolve customer complaints promptly, maintaining clear and compassionate communication throughout the process.
Monitor and improve customer satisfaction by identifying service gaps and implementing feedback-driven improvements.
Maintain accurate records of all customer interactions, complaints, and resolutions using internal systems.
Liaise with internal teams, contractors, and the client to investigate and resolve issues effectively, fostering positive working relationships.
Coordinate & plan follow-ups and ensure residents are kept informed of progress and outcomes.
Identify recurring issues and contribute to service improvement initiatives that enhance both customer experience and operational efficiency.
Prepare reports and summaries of complaint trends and customer satisfaction metrics for management review.
Promote and deliver social value initiatives that benefit the community and align with client expectations.
Support the development of a positive relationship with the client through consistent service quality, transparency, and collaboration.
 Ideal Candidate:

Previous experience of working within Housing or with Local Authorities is preferable
Track record of problem solving.
Ability to remain calm under pressure and challenging atmospheres
Excellent Customer Service skill
Strong written and verbal communication skills
Great listening skills

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