Customer Complaints Lead

We are currently recruiting an experienced Customer Complaints Lead to join the Customer Voice team, based at our Doxford Park, Sunderland head office.

We feel passionately about our customers, they are at the heart of everything we do, are you ready to help us deliver? Working as part of the Customer Voice Team, you'll have a key role in ensuring policy, process and regulations are followed. You will be responsible for overseeing a caseload and supervising team members to ensure complaints are resolved effectively and following policy guidelines, Housing Ombudsman and Regulatory standards.

Through your expertise you will provide specialised assistance to colleagues throughout the company, ensuring our goals are met and ensuring the Group is listening to the voice of its Customers and that Customers are at the heart of business decision-making.

The role is subject to a basic DBS paid for by Gentoo.

Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers

You'll support the Complaints Performance Manager to drive a culture of seeing complaints as a positive way to learn more about what our customers expect. We use complaints outcomes to show our customers that we have an open and responsive approach and that we learn from our mistakes.
You will be responsible for working and managing Housing Ombudsman cases including having oversight of the actions resulting from complaints to the Housing Ombudsman.
Ensuring the Group is compliant with the Housing Ombudsman and Regulatory standards, including Consumer Standards as set out by the Social Housing Regulator.
Responsible for managing Stage 2 complaints, Housing Ombudsman cases and MP's and Councillors enquiries to gain a satisfactory resolution for the customer where possible.
Utilising your knowledge, you'll provide expert advice and support within the team and beyond, giving support, advice and guidance to them and colleagues who are complaint owners to ensure they are meeting the requirements of policy, procedure and regulations.

Previous experience and knowledge of Social Housing regulations and standards required is essential.
Experience and knowledge of complaints handling, data analysis and complex cases including cases referred to the Housing Ombudsman Service.
Experience in effectively managing and motivating colleagues.
Experience in successfully creating positive working relationships with customers, colleagues and stakeholders.
It is essential you have experience and knowledge of the following:

Housing Ombudsman Service
The Complaints Handling Code
Social Housing Regulation

Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford., We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.

This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.

31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
12.30 pm finish on a Fridays
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.