Incommunities

People Operations

• set the direction for how we listen to colleagues, turn feedback into action, and bring our values to life through engaging campaigns and recognition moments
• line-manage and develop our People Experience & Wellbeing Adviser to ensure delivery supports the strategy
• Owning the voice & engagement strategy and roadmap, designing how we listen, learn and act
• Turning data and feedback into stories and insight that help leaders decide and deliver
• Line-managing and coaching the People Experience & Wellbeing Adviser (Grade 6) to deliver engagement, wellbeing and recognition activity
• Developing and supporting recognition and engagement campaigns colleagues can see and feel (e.g., You Rock, Shine Awards)
• Setting simple governance and KPIs for “You Said, We Did,” tracking actions and outcomes
• Working with EDI, Comms, Data and HRBPs to align efforts and share success stories

People Experience & Engagement Lead

Customer Support

• Provide support in recording, investigating, resolving, and responding to complaints, ensuring efficiency and regulatory compliance
• Work closely with internal colleagues to manage complaints activity and provide advice, assistance and guidance to complaint handlers
• Understand drivers of complaints to reduce complaints and enhance the customer experience
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and keep up to date with regulatory changes
• Manage, administer, and record accurate data relating to customer experience, compliments, and complaints
• Capture customer feedback and ensure customers are responded to within SLAs and kept updated
• Identify root causes of complaints and provide insight to improve processes and support continuous improvement
• Embed a positive complaint handling culture

People Experience & Engagement Lead

Customer Experience Complaints Assistant