Team Leader - Resolution Team

Team Leader – Resolution Team
Waverley Court

Salary: £40,501 – £47,639
Hours: 36 per week

We are pleased to announce an exciting opportunity for a highly motivated and professional individual to join Housing Services and lead our new Centralised Complaints function across Housing and Homelessness. This is an exciting opportunity to play a key role in improving the way complaints are managed across the service. You will lead a team responsible for receiving, logging, allocating, monitoring and closing complaints ensuring a consistent customer focused and effective service. The Centralised team will also be responsible for investigating, resolving and responding to stage 1 complaints relating to Housing Repairs working closely with Operational teams to ensure effective outcomes.

The successful candidate will work collaboratively with colleagues across Housing and Homelessness and Elected Members providing advice and support to ensure complaints and handled consistently and fairly. You will provide day to day leadership support and develop team members, oversee complaint resolution and monitor performance.

We are seeking an enthusiastic and driven individual who can lead their team in developing and managing a service that addresses complex complaints. Strong leadership skills and the ability to represent the service positively to a diverse range of stakeholders are essential. If you thrive on new challenges and demonstrate the skills that reflect our core values Respect, Integrity, and Flexibility along with experience in supporting a high-performing culture, driving change, and ensuring effective service delivery, we would be delighted to hear from you.

For any questions or further information about the role, please contact Paul.Swan@edinburgh.gov.uk.

We are committed to a diverse and inclusive workforce where everyone feels valued and able to be their best. We particularly encourage applications from women for senior roles, as well as people from minority ethnic backgrounds, people with disabilities or neurodivergent people, care experienced people, carers and LGBT+ people across all levels of the organisation, all of whom are currently underrepresented. All applicants will be considered fairly based on skills and experience. Disabled and care-experienced applicants who meet the minimum job criteria will be guaranteed an interview.

Find out more about our commitment to equalities https://www.edinburgh.gov.uk/work-us/inclusive-edinburgh/4

As part of our goal to improve organisational culture and create a great place to work together for the people of Edinburgh, we want to make sure we're recruiting the best people. We’re interested not only in your skills and experience but also in your approach to work. Therefore, part of our interview process will be an assessment of how you would bring Our Behaviours of Respect, Integrity and Flexibility into your ways of working.

You can find out more on Our Behaviours web page Our Behaviours – The City of Edinburgh Council

Our salary range typically reflects the initial starting salary and annually increases until it reaches the top of the range.

Happy to talk flexible working.

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