At a Glance
- Tasks: Manage and investigate complaints, ensuring customer satisfaction and service improvement.
- Company: Leeds Federated, a purpose-driven housing association.
- Benefits: Generous holiday allowance, flexible working, and healthcare plan.
- Other info: Join a diverse team committed to positive change.
- Why this job: Shape services and make a real impact on local communities.
- Qualifications: Experience in complaint handling and strong relationship-building skills.
Salary: £36,000
Location: Leeds
Fixed Term Vacancy (contracted until 31/03/2029)
We are looking for a Complaints Business Partner to join our Service Improvement team and play a key role in shaping how we manage complaints at Leeds Federated. This is a new role, giving you the chance to help shape how we manage complaints and improve the experience for our customers.
You will take ownership of Stage 2 complaints, ensuring they are investigated properly, resolved fairly, and that customers are well informed. You will also look beyond individual complaints to understand what they can teach us, spot common issues, share learning with teams, and help improve our services.
What you will do:
- Manage Stage 2 complaints from start to finish, keeping the customer informed throughout.
- Carry out thorough, evidence-based investigations and provide clear, empathetic responses.
- Work with colleagues, Heads of Service, and contractors to get the information needed to resolve complaints.
- Make fair decisions and take appropriate action to resolve complaints.
- Identify common issues and trends and use these to improve our services.
- Lead complaint debriefs and ensure actions and learnings are followed up.
- Keep up to date with the Housing Ombudsman Complaint Handling Code and good practice.
- Support the day-to-day running of the complaints team and provide first-line management to Complaints Officers and the Complaints Co-ordinator.
- Hold regular one-to-ones, provide feedback, and support colleagues with their development.
- Help build a positive culture around complaints across Leeds Fed.
What we are looking for:
- Experience of responding to and investigating complaints, ideally in social housing or other regulated industries.
- Ability to stay calm and professional when dealing with challenging situations.
- Experience of carrying out administrative tasks to a high level of accuracy and quality.
- Confidence in using computerised systems and keeping accurate records.
- Ability to build and maintain positive relationships with customers, colleagues, and contractors.
- Effective time management, planning ahead, and meeting deadlines.
- Flexibility and ability to respond positively to change.
- Demonstration of our values and behaviours in how you work.
It would be desirable for applicants to also have management experience and knowledge of regulatory requirements for social housing complaints.
Closing Date: 23rd September 2026
Interviews Date: 1st / 2nd October 2026
If you are ready to take the next step in your career and want to be part of a purpose-driven organisation, apply today!
Why Join Us?
- This is an opportunity to be part of a team that helps shape services through meaningful customer involvement.
- You will play an important role in ensuring our customers' voices are heard while supporting work that positively impacts local communities.
- Our commitment to our values goes beyond work itself; it extends to how we support you too.
- Generous holiday allowance: 30 days annual leave plus bank holidays, with an additional 1.5 days off over the Christmas period.
- Flexible leave options: choose to buy extra annual leave or sell back unused days.
- Agile and flexible working: offering options to work remotely or from our hubs across Leeds.
- Healthcare plan: access to Health Shield for everyday health and wellbeing expenses.
Leeds Federated is an equal opportunities employer and promotes diversity in everything we do, welcoming applications from all sections of the community.
The Company: Leeds Federated is a housing association with around 4,500 properties across Leeds, Wakefield, and North Yorkshire. Our mission is to enable the maximum number of people to access and live sustainably in good-value, affordable housing.
Complaints Business Partner in Burley employer: Leeds Federated Housing
Leeds Federated is an exceptional employer dedicated to fostering a supportive and inclusive work environment. As an Income Services Officer, you will benefit from a culture that prioritises employee growth and development, alongside competitive remuneration and a commitment to work-life balance. With a focus on community impact and sustainable tenancies, you'll find meaningful opportunities to make a difference in the lives of customers while working in the vibrant city of Leeds.
