Case And Complaints Manager

The UK is facing a housing crisis, and not everyone has the means to enjoy the security and stability of owning their own home. Our aim at Legal & General Affordable Homes is to transform the affordable housing sector. With a fast-growing pipeline. We’re committed to investing in housing for all ages, social groups and tenures. We’re collaborating with developers, housing associations and public sector bodies across the country to drive investment into the UK’s affordable housing sector. Focusing primarily on the social, affordable rent, shared ownership markets, we’re striving to be the UK’s leading private affordable housing provider, known for excellent service and quality homes. We want to have a positive economic and social impact on the regions and communities in which we work.

Legal & General Affordable Homes is a subsidiary of Legal & General Capital, which focuses on growth opportunities and scale ups, and invests its long-term capital in sectors in need of investment and innovation.

Legal and General Affordable Homes is looking for an experienced case and complaints manager to join its team and provide excellent customer service to our clients. You will be responsible for handling and resolving complex and sensitive complaints, managing escalated cases before the complaint stage.

What you'll be doing:

• Manage the end-to-end resolution of customer complaints. Conduct thorough investigations, gather and analyse evidence and produce clear and concise reports with recommendations.
• Manage a team of 3 case handlers and 1 case administrator, taking on all line-management duties for these colleagues including one-to-ones, performance reviews, and managing holidays and absences.
• Provide the team with the resources and support they need to give our customers and members the best possible experience/outcome.
• Liaise with the Housing Ombudsman and other external bodies as required and ensure timely and accurate responses to their enquiries and requests.
• Monitor and report on the performance and quality of the complaints service, identifying trends, issues, risks, and areas for improvement. Utilise the learning from complaints to improve services and processes.
• Provide training, guidance, and support to staff on complaints handling and investigation skills and ensure adherence to best practice standards.
• Work collaboratively with other teams and departments to share learning from complaints, implement action plans, and improve customer satisfaction.
• Work in partnership with partners, contractors and commissioned services and other agencies to ensure efficient handling of complaints and customer escalations.
• Act as a point of escalation for the team for any complex queries/issues.
• Be responsible for monitoring the implementation of policy changes that arise from the analysis of complaints.

• A relevant degree or substantial equivalent experience in a related field.
• Proven experience in complaint handling/dispute resolution/case management (experience in complaints handling and/or experience working in a problem-solving customer service role).
• Highly organised and detail orientated.
• Excellent communication, interpersonal, and negotiation skills, with the ability to deal with difficult or emotional situations professionally.
• Experience in complaints handling and/or working in a problem-solving customer service role within the housing sector or public sector organisation.
• Experience in conducting investigations, gathering and analysing evidence from the relevant parties involved, and producing reports with recommendations.
• Experience in managing a team, providing training, guidance and support to staff on complaints handling and investigation skills.
• Identifying trends, issues, risks and areas for improvement.

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including family private medical insurance, 25 days holiday (excluding bank holidays), a generous pension scheme and life assurance. We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.