CONTRACT ROLE Exciting Opportunity for a Complaints Lead / ManagerWorking with a Large Housing group in North West LondonLong term contract to permanent Hybrid Position - Rate negotiable Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sectorThe role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performanceExperience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software''s . Essential:Knowledge of Health and Safety legislation, and statutory requirements in relation to the roleGood understanding of Social Housing Building Maintenance and customer satisfaction.Other key duties include:Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be miss