Triumph Consultants Ltd
Executive Enquiries Lead – Housing
Key Responsibilities
- Manage escalated complaints and enquiries from the CEOs office, MPs, and Councillors.
- Ensure all escalated issues are resolved promptly and in compliance with the Housing Ombudsman Complaint Handling Code.
- Liaise with internal teams to gather information and provide accurate and timely responses.
- Maintain accurate records of all interactions, ensuring transparency and accountability.
- Provide feedback to senior management on trends in escalated complaints to drive service improvements.
Skills and Expertise
- Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
- Proven experience in a similar role within a contact centre or customer service environment.
- Demonstrable experience of working in a wellbeing setting
- Experience in a social housing or similar public sector service environment (preferred).
- Excellent communication skills, both verbal and written, across telephone and digital platforms.
- Organisational and time management skills, with the ability to deliver against SLAs.
- Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
- Adaptable and flexible, able to operate in a dynamic environment with competing priorities.
- Resilient and composed, particularly when managing escalated or complex resident issues.