Complaints Operations Manager

Job Title:  Complaints Operation Manager
Contract Type: Permanent
Salary: £65,778 (£72,000  is achieved after 12 months successful performance in the role)
Working Hours: 35 hrs per week 
Working Pattern: Monday - Friday 
Location: National role, 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 a Complaints Operations Manager

As Riversides Complaints Operations Manager, you will be responsible for the effective day to day running of Complaints Operations across Riverside, ensuring the achievement of all scorecard KPI targets including operational performance, customer performance including Housing Ombudsman milestones, people, and risk metrics. 

You will work in an effective partnership with key stakeholder across the business, as well as other Complaints Managers to deliver exceptional end to end customer journeys through developing engaged and motivated teams.

Finally, you will support the Head of Complaints for Riverside and other senior stakeholders to develop, communicate and implement plans to continually drive the business towards delivering better customer service and outcomes.

About you

We are looking for someone who has significant experience of Operational Management at manager of managers level and to ideally be Six Sigma qualified. 

The role requires someone who has experience of creating and leading a Customer Service operational function with a proven ability to maintain a customer focus in a regulatory environment.

You will be required to have demonstrable experience of driving performance and improving results with excellent commercial awareness.

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. 

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.

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.

Applications may close before the deadline, so please apply early to avoid disappointment

Role Profile

Please note there are more role requirements so please do ask for the full job description if required.

• Responsibility for the operational performance of their function against the balanced scorecard key performance indicators
• Lead a team of managers and leaders (4-8) and a team of c80 colleagues
• Customer service - e.g. service levels against milestones, conversion rates for stage steps, QA and Complaint Satisfaction scores
• People- e.g. recruitment, attrition (effective resourcing / operational management to meet customer demand) and capability development
• Operational efficiency – eg. Shrinkage, shift efficiency, process and resolution rate
• Governance and control, operational risk ownership, including compliance for all applicable legal and regulatory policy and to internal operating procedures, ensuring a robust customer quality monitoring framework is adhered to in order to ensure high levels of quality and compliance are being delivered
• Develop a culture of CI within the teams, moving to best-in-class practices within the complaints, but also how they can develop their function.  This includes leading and implementing change within the new central function and wider business areas.
•  Analyse data to identify and make informed business decisions with low support

• Business Partner Directors across the business around their complaints performance and working on key initiatives to improve the front end of the customer journey. Using lessons learned from their teams and CX teams to ensure we get it right for our customers
• Take responsibility for ensuring satisfactory customer outcomes in line with HOS guidelines promoting positive customer satisfaction
• Build and manage relationships with external referral channels, such as the Housing Ombudsman, Citizen’s advice and MP’s
• On occasion, act as the first line of contact for the housing ombudsman, liaising and managing correspondence and communication with the Housing Ombudsman and the team.