Manager, Tenant Relations

1 week ago

Toronto, Ontario, Canada Toronto Community Housing Full time

Job #:

8351

  • Division:

Operations

  • Vacancy Type:

Full-time Temporary

  • Affiliation:

Non-Union:
Management & Exempt

  • Contract Length:

Until June 28, 2024

  • Grade:

08
- # of Vacancies:

1

  • Salary/Hourly Range:

115, ,082.00

  • Hiring range/wage:

115, ,492.00

  • Work Details (Days/hours):

36.25 hours per week, Monday - Friday

  • Posted Date:

1/23/24

  • Existing or New:

Existing

  • Deadline to Apply:

2/6/24

What we offer
In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive benefits package that meets the various needs of our diverse employees, including:

  • Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
  • Defined benefit pension plan with OMERS, includes 100percent employer matching;
  • Employee and family assistance program;
  • Maternity and parental leave top up (93% of base salary);
  • Fitness membership discount;

Make a difference
Do you see yourself working for one of the largest social housing providers in North America that is dedicated to improving the lives of its residents? Are you a dynamic, service oriented individual who is eager to learn and expand on current skill sets? Then this role may be for you


We are looking for a leader who understands TCHC's Mission, Vision and Values and is willing to take a leading role in the development and maintenance of a company-wide tenant feedback system which includes: Creating a Tenant-centric delivery of resolutions to complaints and feedback.

Developing a reporting and tracking systems to deliver timely responses and actions to tenant feedback. Conducting a policy review to ensure we can deliver on promises to our tenants. Leading a dynamic team focused on resolving tenant issues and providing feedback. Providing recommendations and actions for improvement within the organization based on trends in tenant feedback.

What you'll do

  • Facilitate and maintain an effective corporate approach to the management of complaints
  • Directly manage the Complaints Administrative team
  • Work with the Senior Director, Business Operations to ensure that the learning needs of staff in relation to complaints handling are identified and that appropriate training is provided.
  • Overseeing the progression of action plans for high priority complaints
  • Contribute to the development and implementation of the company Governance Strategy in relation to complaints
  • Ensure the effective management of a dynamic and clinically complex complaints caseload in accordance with the Complaints Procedure ensuring compliance with national targets and within the framework for managing complaints promptly, providing responses that address the complainant's concerns
  • Lead the development of specific delegated policies, procedures or guidelines relating to complaints
  • Monitor trends, highlight risk factors to include production of an annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints
  • Take a leading role in the maintenance of a company wide complaints reporting and tracking system and with the Departmental investigation of and responses to complaints including:
  • Providing expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements
  • Facilitation of complaint resolution meetings
  • Appropriately escalating complaints to the Divisional Leadership
  • Providing and receiving complex and sensitive information which may also be contentious, in situations where there are significant barriers to acceptance which need to be overcome using developed interpersonal and communication skills
  • Ensure that stakeholder priorities are addressed
  • Play a Leading role in promoting the reporting of and learning from complaints including:
  • Undertaking Divisional trend analysis
  • Providing feedback/reports to the relevant Divisions
  • Participation in ongoing programs of training and development in relation to the complaint handling processes
  • Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
  • Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
  • Keep up to date with current issues regarding complaints and risks and ensure that managers are kept informed of developments and their implications
  • Represent the Senior Director, Business Operations at meetings as delegated.
  • Take the lead on projects as delegated by the Head of Department.
  • Development, implementation and management of Complaints policies and procedures.
  • Work to achieve the objectives of the Complaints Department.
  • Support the activities of the Complaints Department as is otherwise required
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