Are you an experienced, dynamic leader with a passion for delivering high quality customer outcomes and driving service improvement? We have an exciting opportunity for a Complaints Manager to lead our Complaints Team.

In this role, you will lead Complaints Team Leaders, ensuring complaints are managed fairly, consistently and in line with regulatory requirements. You’ll play a key role in shaping a positive complaints culture, where learning, accountability and high standards drive continuous improvement.

You will ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements, overseeing high quality investigations and responses that are accurate, evidence based and empathetic.

Working closely with operational teams, you’ll identify themes, trends and root causes, ensuring learning is embedded and service improvements are delivered. You’ll also provide clear insight, reporting and presentations to leadershi...