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 comprehensive training opportunities.
- Other info: Hybrid working options available after probation; excellent career growth potential.
- Why this job: Make a real impact by shaping how we listen and respond to our customers.
- Qualifications: Experience in complaint handling and a passion for customer service required.
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 employer: CHS Group
CHS Group is an exceptional employer, offering a supportive and collaborative work culture that prioritises employee well-being and professional growth. With a strong commitment to community values and a range of benefits including flexible working arrangements, comprehensive training opportunities, and generous holiday allowances, employees can thrive both personally and professionally in the vibrant setting of Cambridge.
StudySmarter Expert Advice🤫
We think this is how you could land Corporate Complaints Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CHS Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CHS Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Corporate Complaints Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CHS Group:Your cover letter is your chance to shine! Tell us why you want to work at CHS Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CHS Group!
How to prepare for a job interview at CHS Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
