About us : 

Solihull Community Housing provides homes and support services for over 10,000 customers in the Solihull Borough. Our Customer Contact Centre provides a high quality service to all our customers dealing with a wide range of queries including repairs, rent accounts, housing management and homelessness. It’s an exciting time to join us as we are creating a new Complaints team, do you have a positive approach, outstanding customer service skills and an ability to motivate and manage a team of complaint handling officers?  

Solihull Community Housing prides itself on offering excellent service, and listening to customer feedback to drive service improvement. This role will be pivotal in ensuring compliance with the Housing Ombudsman Code, furthermore with ensuring we act on the feedback customers are giving us. 

The Role 

We are looking for an exceptional people manager, who will lead the newly formed Complaints Team.  You will take the lead on steering the team and embedding the new approach at Solihull Community Housing. You’ll support with complex and sensitive cases and oversee compliance. You’ll analyse the outcomes of complaints at Stage 1 and support service improvement.

You will need to  lead by example, promote and role model a  positive complaints culture, be proactive, customer focused and team orientated.  

Key requirements 

• In this multi skilled role you’ll need to be able to handle complaints, oversee complaint handling and analyse complaints 
• Motivate and inspire team to offer customer excellence 
• Engage colleagues across the business
• Establish a high performing team with consistent results
• Review and prepare data for varying stakeholders, customers and colleagues

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Solihull Council has a responsibility for, and is committed to, safeguarding, and promoting the welfare of children, young people, and adults at risk, and requires all staff and volunteers to share this commitment.

Attached documents
Job description and Person Specification