We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Customer Operations teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Operations team as a Corporate Complaints and Insight Manager

Our Customer Operations teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

We have a fantastic opportunity for someone to join us in the position of a Part Time Corporate Complaints and Insight Manager in Camden.

Location: Atelier House, Camden, London, NW1 0DL - Hybrid working
Salary: Circa £40,000 per annum (Pro rata'd)
Hours: Part Time, 17.5 hours per week (2 and a half days a week)
Contract: 6 month Fixed Term Contract

Your responsibilities will include:

• Providing inspirational & dynamic leadership to the Corporate Complaints & Insight Coordinators
• Ensuring the complaints policy and procedure reflects best practice and drives consistency in service delivery across the Group
• Ensuring all performance targets are achieved or exceeded
• Establishing strong working relationships with key internal and external stakeholders to achieve positive results.
• Developing and maintaining effective relations with the Housing Ombudsman Service as single point of contact
• Establishing effective reporting/monitoring to ensure all complaints are logged and responded to in line with procedure.
• Effectively quality monitoring, ensuring the business is producing complete and effective responses aligned to the Dispute Resolution Principles
• Taking responsibility for decisions that may have wider implications for the business whilst protecting the brand
• Ensuring a customer care ethos is at the heart of the complaints process.
• Developing and supporting strategies, working procedures and staff training modules in order to achieve transparency, fair handling and better outcomes

We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly.

The successful candidate will have:

• Experience of working within a complaints environment and have a great knowledge of Ombudsman
• Management experience of staff and/or teams to achieve high performance targets
• Excellent literacy and numeracy skills – able to prepare reports for a range of stakeholders and to analyse complex information
• The ability to set and deliver objectives, goals and targets for self and the team.
• Resilience and ready to take responsibility when things go wrong, maintaining a professional approach
• Excellent knowledge of all MS office applications including intermediate knowledge of outlook, word, excel and a working knowledge of vision
• The ability to establish strong relationships with senior stakeholders

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary: Circa £40,000 per annum (Pro rata'd)
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.

This role is based within One Housing’s head office. One Housing helps people to live better by providing high quality homes and care across London and the Southeast. We manage approximately 17,000 homes and have plans to build 5,000 over the next ten years. We also support over 9,000 people to help them live independently.

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and our workforce reflects that. As of December 2021, One Housing merged with the Riverside Group, creating one of the country's largest housing associations, with more than 75,000 homes. This follows a shared recognition that we are better and stronger together; and that when we combine, we will be able to do more for our customers and the communities we serve.

At One Housing, our people are our strength which is why we work very hard to enable all employees to bring their authentic self to work. This commitment is reflected in our hybrid working policy, our diversity groups support network, our wellbeing initiatives and our employee benefits.

We understand that the different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.

Apply today for a fulfilling career in our Customer Operations team.

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