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- Tasks: Lead a team to manage complaints and improve customer experiences.
- Company: Dynamic Housing Association in North London with a focus on service excellence.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by turning complaints into valuable insights for improvement.
- Qualifications: Proven leadership in complaints management and strong knowledge of relevant legislation.
- Other info: Collaborative environment with a focus on empathy and continuous learning.
The predicted salary is between 43000 - 51000 £ per year.
James Stevens Associates are working with a North London based Housing Association that are now looking for a Complaints and Information Manager.
12 month Fixed Term
£50,000 - £60,000
North London / Walkable via London Underground Station
2 days per week in office X 3 days from home
The role will be covering coordination of complaints, Ombudsman, members enquiries (MPs and councillors), SAR, and FOI.
The role manages a small team of officers to coordinate the administrative processes for Stage 1 and 2 complaints, members’ enquiries, Ombudsman enquiries, Freedom of Information requests, and Subject Access Requests.
Make complaints count. Turn insight into impact. Lead service excellence.
We’re looking for an experienced, values-driven leader to take ownership of complaints, information rights, and member enquiries across The organisation and its subsidiaries.
This is a high-profile role where you’ll lead a central Complaints & Information Team, shape excellent customer experiences, and use insight and intelligence to drive real service improvement. You’ll be a trusted point of contact for councillors and MPs, influence senior leaders, and ensure our approach is compliant, fair, and empathetic.
What you'll do:
- Lead and continuously improve complaints, member enquiries, FOI, EIR and SAR processes
- Inspire, coach and empower teams and managers to deliver high-quality, timely responses
- Act as senior escalation point and ambassador for The organisation
- Build strong relationships with councillors, MPs, regulators and partners
- Analyse trends, identify root causes and turn complaints into learning and improvement
- Lead engagement with Ombudsman services and ensure regulatory compliance
- Develop training, policies, assurance frameworks and a strong learning culture
What we're looking for:
- Proven leadership in complaints, information rights or regulatory/customer services
- Strong knowledge of complaints handling and information rights legislation
- Confident influencer who can challenge, persuade and collaborate at senior level
- Analytical thinker who uses data to improve services and outcomes
- Calm, credible and empathetic, even under pressure
Complaints and Information Manager employer: James Stevens Associates
Contact Detail:
James Stevens Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Information Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or related fields. Attend industry events or webinars to meet potential employers and get your name out there. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for interviews by researching the organisation thoroughly. Understand their values, mission, and recent projects. This will help you tailor your responses and show that you’re genuinely interested in making an impact.
✨Tip Number 3
Practice your answers to common interview questions, especially those related to complaints handling and leadership. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Complaints and Information Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints and Information Manager role. Highlight your experience in complaints handling and information rights, and show us how you can lead a team to improve customer experiences.
Showcase Your Leadership Skills: We want to see your leadership style! Share examples of how you've inspired and empowered teams in the past. Use specific instances where you've turned complaints into learning opportunities to demonstrate your impact.
Be Data-Driven: As an analytical thinker, it's important to showcase how you've used data to drive improvements in service delivery. Include any relevant metrics or outcomes that illustrate your ability to analyse trends and implement changes effectively.
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 this exciting opportunity. We can't wait to hear from you!
How to prepare for a job interview at James Stevens Associates
✨Know Your Stuff
Make sure you brush up on complaints handling and information rights legislation. Familiarise yourself with the specific processes mentioned in the job description, like FOI and SAR requests. This will show that you're not just interested in the role but also knowledgeable about the key responsibilities.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or improved processes in previous roles. Think about times when you inspired your team to deliver high-quality responses or handled escalated complaints effectively. This will demonstrate your capability as a values-driven leader.
✨Be Data-Driven
Since the role involves analysing trends and using data to drive improvements, come prepared with examples of how you've used data in past roles. Discuss any analytical tools or methods you've employed to identify root causes of complaints and how you turned those insights into actionable improvements.
✨Build Rapport
Practice building rapport during the interview. Since you'll be working closely with councillors, MPs, and other stakeholders, showing that you can connect with people is crucial. Use active listening and engage with the interviewers to create a positive atmosphere.
