Complaints Manager – Housing

Overview

In this role you lead a dedicated customer resolution team within a large housing organisation, driving fair outcomes and learning across services. You will ensure high-quality complaint handling and Housing Ombudsman compliance, collaborating with senior stakeholders to embed continuous improvement. You act as the main point of contact for the Housing Ombudsman Service, translating insights into service enhancements. This is a chance to shape customer experiences and drive accountable outcomes in a collaborative environment.

Pay / Benefits

• hybrid working
• career development and progression
• collaborative working environment
• permanent contract

Responsibilities

• Lead and develop the customer resolution team, overseeing performance and growth
• Liaise with Housing Ombudsman Service, coordinating evidence, case files, determinations and orders
• Ensure complaint handling aligns with applicable standards and policies
• Oversee complex and high-profile complaints, including executive-level inquiries
• Analyze complaint trends and Ombudsman feedback to drive improvements and reduce service failures
• Build relationships with senior stakeholders to influence change and accountability for service improvements

Key requirements

• Significant experience managing complaints or customer resolution in housing or a regulated environment
• Hands-on experience with Housing Ombudsman cases (evidence submissions, investigations, outcomes)
• Strong knowledge of complaint handling legislation, regulatory standards and best practices
• Proven leadership including performance management and team development
• Excellent communication, stakeholder management, analytical and problem-solving skills
• Ability to challenge and engage senior stakeholders for improvements
• Leadership or housing-related qualification advantageous but not essential

• stakeholder management
• analytical thinking
• problem-solving
• communication
• influence and negotiation
• Housing Ombudsman case management (process)

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