Job Title: Head of Complaints
Contract Type: Permanent
Salary: £81,390 (£89,958 is achieved 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Hybrid
Location: UK Wide with the expectation of regular travel between Liverpool and London.
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as the Head of Complaints
The Head of Complaints is a critical role within the organisation and you will be accountable for the governance of complaint handling, mitigation of reputational risk, compliance against the Housing Ombudsman and our performance against the relevant Tenant Satisfaction measures.
The role will require you to own the relationship with The Housing Ombudsman, ensuring that we provide quality information and respond withing timescales, and apply any learning / carry out any required activities.
You will be working across the business to support and manage key projects that drive improvements to our complaint handling and customer satisfaction, with a primary focus on creating a culture that drives accountability and collective responsibility.
Furthermore, you will provide our Executive Team and Governance Community with assurance that we are learning from complaints and ensure that we keep customers informed about how we have changed our service delivery as a result of their feedback.
This is a high-profile role which requires gravitas, strategic thinking and strong leadership.
About you
This is a pivotal role within Riverside so we are looking for someone who has experience of successfully leading, managing, and motivating teams at a senior level including managing team performance to achieve targets. Furthermore, we are looking for someone who has evidence of managing a large casework operation to high quality standards, delivering efficiency, impact and high levels of customer service.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
· Competitive pay & generous pension
· 28 days holidays plus bank holidays
· Flexible working options available
· Investment in your learning, personal development and technology
· A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
