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- Tasks: Lead the complaints framework and manage a high-performing team handling complex cases.
- Company: Supportive and forward-thinking organisation focused on children's services.
- Benefits: Competitive pay, flexible working, training opportunities, and a dynamic work environment.
- Other info: Hybrid working model with a focus on professional growth and improvement.
- Why this job: Make a real difference in children's services while developing your leadership skills.
- Qualifications: Experience in managing complex complaints and knowledge of relevant legislation.
The predicted salary is between 30000 - 40000 £ per year.
Duration: 3 months
Start date: ASAP
Pay: £42.84 / hour
Work arrangement: Hybrid working (minimum three days per week office‑based)
Your Role as Complaints Manager:
- Lead the end‑to‑end complaints framework, including complaints, representations, FOI, SARs and legal claims
- Manage and develop a high‑performing specialist team handling complex and sensitive cases
- Oversee Stage 2 investigations, independent investigators and persons to ensure robust, impartial outcomes
- Act as a trusted adviser to senior leaders, including on cases with disciplinary or legal implications
- Drive learning, improvement and risk management through insight, trend analysis and clear reporting
Qualifications and Experience:
- Proven leadership of high‑volume, complex complaints services within a statutory setting
- Strong working knowledge of complaints legislation, information governance and statutory timescales
- Experience coordinating investigations and supporting Investigating Officers and independent reviewers
- Confidence liaising with legal services, insurers, Ombudsman and external bodies
- A track record of turning feedback into measurable service improvement
Benefits include a supportive, forward‑thinking environment, access to training and development, flexible working policies and technology that enables agile working.
Complaints Manager in London employer: Baltimore Consulting
Contact Detail:
Baltimore Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the children's services sector. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. Think about how you would handle complex cases and be ready to share examples from your experience.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've developed high-performing teams in the past and how you can bring that expertise to the role of Complaints Manager.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience with high-volume complaints services and any relevant legislation knowledge. We want to see how your skills match what we're looking for!
Showcase Your Leadership Skills: Since this role involves managing a specialist team, it's crucial to demonstrate your leadership experience. Share specific examples of how you've led teams in handling complex cases and driving improvements. We love seeing real-life success stories!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to explain your qualifications and experiences. We appreciate clarity, especially when it comes to complex topics like complaints management.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Baltimore Consulting
✨Know Your Complaints Legislation
Make sure you brush up on your knowledge of complaints legislation and statutory timescales. Being able to discuss these confidently will show that you understand the framework you'll be working within.
✨Showcase Your Leadership Skills
Prepare examples of how you've led high-performing teams in the past, especially in handling complex complaints. Highlight specific situations where your leadership made a difference in outcomes.
✨Demonstrate Your Analytical Skills
Be ready to talk about how you've used insight and trend analysis to drive improvements in service delivery. Bring examples of how you've turned feedback into measurable changes.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to complaints management. Think through how you'd handle sensitive cases or liaise with external bodies, and articulate your thought process clearly.