Crisis and Complaints Manager

Job title: Crisis and Complaints Manager

Location: Manchester

Employment Type: Full time, Permanent

Direct reports: Customer Service and Resolution Administrator 

Company Overview

Ocasa is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes.

Role Overview

In your role as Crisis and Complaints Manager at Ocasa, you will take the lead in resolving the most challenging and complex issues raised by our tenants, ensuring they are handled with professionalism, fairness and empathy. Your friendly and helpful approach, coupled with sound judgement and commitment to service excellence, will support positive outcomes for tenants, strengthen trust in our offerings and help drive continuous improvement across the business.

Key Responsibilities

• Customer service excellence: Interact with tenants in a friendly and professional manner, providing prompt and accurate responses to their enquiries, concerns, and complaints.

• Complaint resolution: Investigate and resolve customer complaints promptly, ensuring fair and satisfactory outcomes for all parties involved following our policies and procedures.

• Complex case management: Take ownership of high-risk, sensitive, or escalated complaints and crises, ensuring thorough investigation, strategic resolution and clear communication with all stakeholders.


• Communication: Maintain open and effective communication channels with customers, colleagues, and other departments to address customer needs and concerns efficiently.

• Documentation: Thoroughly document all customer interactions, complaints, resolutions, and actions taken in our customer management system to ensure accurate records.

• Problem solving: Analyse and identify root causes of customer complaints, finding innovative solutions and implementing preventive measures to avoid similar issues in the future.

• Proactive assistance: Anticipate customer needs and provide proactive guidance and support to ensure a seamless experience throughout their interaction with Ocasa Homes.

• Collaboration: Collaborate with cross-functional teams, such as lettings, facilities management
  and finance, to ensure prompt and effective resolution of customer issues.

• Continuous improvement: Contribute to the development and enhancement of customer service processes, policies, and standards to continuously improve the overall customer experience.

• Maintain confidentiality and adhere to GDPR guidelines

• Line management of a Customer Service and Resolution Administrator, including performance and development reviews and conducting training

• Oversee the legal inbox, coordinating with Ocasa’s Directors and the credit control team to instruct legal representatives on behalf of the Company

• Provide administrative support to the Ocasa Directors in relation to court representation, including preparing documentation and coordinating logistics

• Provide administrative and other general support as required

Experience and Qualifications

• Previous customer service and administration experience within an office environment; experience in a role that has handled complex, high-risk or sensitive complaints is preferred

• Previous experience in handling complaints within the residential property sector is preferred

• Excellent communication skills, both verbally and in writing  

• Passionate about delivering exceptional customer service, can demonstrate empathy and will champion our values

• Proven ability to remain calm and solution-focused under pressure, particularly when dealing with distressed or vulnerable customers

• Strong IT skills, confident using Microsoft packages including Excel

• Experience with data entry and using multiple IT systems

• Highly organised, proactive with their approach to each case and a natural problem solver

• Strong problem-solving abilities, with a creative and innovative mindset to find effective solutions

• Demonstrated experience influencing or improving complaints handling processes or policies

• Experience in working collaboratively with cross-functional teams or external stakeholders to resolve customer issues

Company Benefits

• Enhanced Pension

• 25 days annual leave, plus UK bank holidays

• Your birthday off

• Time off to move home

• Life assurance

• Group Income Protection

• Private healthcare via Bupa (taxable benefit)

• Commitment to your learning and development

• Employee wellness resources and events

• Employee Assistance Programme

• Regular team building events

Our Values

We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working.

Considered

We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

Principled

We believe in doing the right thing, and we hold our principles closely in everything that we do.

Empathetic

Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy.

Knowledgeable

We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.

Additional Information

The successful candidate must, by the start of the employment, have permission to work in the UK.

We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.

We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.

We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: [email protected]