At a Glance
- Tasks: Lead complaint handling and improve customer experience in a dynamic housing association.
- Company: Join CHS Group, a reputable independent housing association with strong local ties.
- Benefits: Enjoy 30 days holiday, flexible working, and a range of employee discounts.
- Other info: Hybrid working options available after probation, with excellent training and development opportunities.
- Why this job: Make a real impact by shaping how we listen and respond to our customers.
- Qualifications: Experience in complaint handling and a Level 4 housing qualification or willingness to pursue.
The predicted salary is between 40000 - 50000 £ per year.
This is an exciting opportunity to join CHS Group in this newly established post. Do you have the expertise and confidence to lead on complaint handling and help shape how we listen, respond, and improve for our customers? If so, this is an opportunity to make a real impact.
As Corporate Complaints Manager, you'll play a key role in delivering a high-quality, customer-focused complaints service, ensuring every customer feels heard and supported. You will be joining a long-established, locally based and independent housing association with strong local partnerships. We have a reputation for delivering on our values of care, openness and trust in our housing and community services. We continue to build on this strong foundation, with ambitious plans to further develop our services and infrastructure.
You’ll lead on our overall approach to complaint handling, working with teams to support their complaint responses and help ensure we remain fully compliant with regulatory requirements, including the Housing Ombudsman Complaint Handling Code. You’ll also use insight and data to drive service improvements, helping us learn from feedback and strengthen the overall customer experience.
About the role
Reporting to the Executive Director, Customers Services you will:
- Monitor and where necessary promote improvements in compliance against our complaints and compensation policies, ensuring timely and high-quality responses.
- Support customer facing teams to maintain a positive complaint handling culture and service through training, sharing data and good practice.
- Lead on liaison with the Housing Ombudsman, ensuring all enquiries are responded to and that CHS learns from cases.
- Analyse complaint data and identify trends, root causes, and opportunities for improvement.
- Support continuous improvement across the complaints process and customer experience.
- Prepare our internal and external reporting and self-assessments and ensure they are published on time.
What You’ll Bring
You’ll bring a strong background in complaint handling and customer service, along with the confidence to challenge and influence colleagues.
Experience
- Experience of handling complex, high-volume complaints within a social housing, local government or other regulated organisation in a customer facing environment.
- Experience of implementing change to drive up standards and performance.
- Experience of using and improving databases / IT systems for customer and/or complaints data.
- Experience of collating and presenting data to a range of audiences.
- Good knowledge of the Housing Ombudsman’s Complaints Handling Code and regulatory framework for social housing.
Skills
- Excellent communication, influencing and listening skills.
- Outstanding customer focus with the ability to balance empathy, accountability and operational compliance.
- Excellent investigative and problem-solving skills.
- Excellent analytical skills, using data to drive improvement.
- Understanding of safeguarding, vulnerability and partnership approaches that support customers with complex needs.
- A collaborative and assertive approach to working with colleagues and teams to drive improvement.
Qualification: Level 4 housing qualification regulated by the Office of Qualifications and Examinations Regulation (Ofqual) or willingness to work towards.
Hybrid Working Arrangements: The majority of the working week will be office-based in Histon in the first six months (probation period). Thereafter it may be possible to apply for a higher proportion of hybrid working, with service delivery being the prime consideration.
Benefits of working for CHS Group:
- Employee discount scheme (retail, leisure, gym membership and fitness equipment).
- Doctor Care Anywhere (telehealth service offering private online GP and nurse appointments via video and phone).
- Employee Assistance Programme.
- Financial wellbeing hub - access to advice and support from experts, whether you're budgeting, interested in investing or retirement planning.
- Refurbished Tech - access to the latest models at affordable prices, with a 12-month warranty and 30-day money back guarantee.
- Cycle to work scheme (salary sacrifice).
- One day off a year to volunteer for a charity of your choice.
- 30 days holiday, increasing to 35 days per annum, inclusive of bank holidays (pro rata for part-time staff), depending on length of service.
- Holiday purchase scheme - up to 5 days per annum (pro rata for part-time staff).
- Company sick pay.
- 58p per mile business mileage allowance.
- Refer a friend scheme (£250).
- Contributory pension scheme, which both you and CHS contribute to.
- Enhanced maternity and paternity leave.
- Flexible Working Policy.
- Full induction.
- Comprehensive free training and development opportunities with paid time off.
- Free DBS (for relevant posts).
- Free onsite/nearby parking.
- Hybrid Working Policy.
- Flexitime.
As part of the recruitment and selection process candidates will be required to complete a Personality Profiler.
CLOSING DATE FOR APPLICATIONS: Midnight Sunday 12th July 2026
INTERVIEWS: Friday 31st July 2026
Corporate Complaints Manager in Cambridge employer: CHS Group
CHS Group is an exceptional employer, offering a supportive and collaborative work environment in Cambridge, where you can truly make a difference in the lives of our customers. With a strong commitment to employee development, generous benefits including flexible working arrangements, and a culture rooted in care, openness, and trust, we empower our team members to thrive while delivering high-quality services to the community. Join us to be part of a forward-thinking organisation that values your contributions and prioritises your well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Corporate Complaints Manager in Cambridge
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
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We think you need these skills to ace Corporate Complaints Manager in Cambridge
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at CHS Group. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at CHS Group
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with CHS Group’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
