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- Tasks: Drive organisational change by managing complex complaints and shaping strategy for better resident outcomes.
- Company: PA Housing, committed to making a real difference for residents.
- Benefits: Competitive salary, health cash plans, flexible holidays, and hybrid working options.
- Why this job: Be at the heart of transformation and influence decision-makers for meaningful improvements.
- Qualifications: Degree-level qualification or equivalent experience in housing or complaints management.
- Other info: Join a culture of respect, integrity, and accountability with excellent career growth opportunities.
The predicted salary is between 43165 - 45000 £ per year.
Join to apply for the Complaints Business Partner role at PA Housing. This range is provided by PA Housing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range: Salary: £43,165 per annum, rising to £45,000 after probation
Location: Hybrid - Case House, Surrey or Bede Island, Leicester
Employment type: Permanent
Are you passionate about making a real difference for residents and driving meaningful organisational change? We’re looking for a Complaints Business Partner (CBP) to drive organisational learning through complaints, managing our most complex cases and embedding processes and capabilities across teams to ensure insights inform strategy and improve resident outcomes. This is your chance to be at the heart of transformation.
As a trusted partner to senior leaders, you’ll make sure lessons from complaints drive better services, stronger accountability, and a culture of transparency. You won’t just be handling individual cases; you’ll be shaping strategy, influencing decision-makers, and delivering improvements that matter.
What’s in it for you…
- In addition to the salary, we offer a number of benefits, including:
- Health cash plans
- 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
- Flexible bank holidays – take them when it suits you
- Car leasing scheme
- Hybrid working – offering you the flexibility to thrive in your role. You’ll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity.
- We also offer an optional nine‑day fortnight scheme, allowing you to compress your hours if it suits the role.
What you’ll be doing…
- Leading organisational oversight of cross‑cutting and high‑risk complaints, ensuring fair outcomes for residents and learning for the business.
- Spotting themes and root causes across services and turning them into clear improvement plans.
- Partnering with senior managers to challenge constructively and embed a culture of accountability.
- Analysing complaints data and Ombudsman findings to inform executive decision‑making and governance boards.
- Making sure we meet our obligations under the Housing Ombudsman’s Complaint Handling Code and other frameworks.
What we’re looking for:
- Degree‑level qualification or equivalent experience (minimum 3 years, to include time in post at a senior officer or equivalent level) in housing, regulation, business improvement, or complaints.
- Strong experience handling complex complaints in regulated sectors (social housing/public services ideal).
- Confident working with senior stakeholders, influencing change, and constructively challenging the status quo.
- Skilled at root cause analysis, performance reporting, and turning insight into action.
- Knowledge of the Housing Ombudsman’s role and regulatory expectations.
If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.
To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk. We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
Complaints Business Partner employer: PA HOUSING
Contact Detail:
PA HOUSING Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Business Partner
✨Tip Number 1
Network like a pro! Reach out to current employees at PA Housing on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and recent initiatives. Show us how your experience aligns with their mission to improve resident outcomes and drive organisational change.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've handled complex complaints and influenced change in previous roles. We want to hear about your impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re serious about joining the team at PA Housing.
We think you need these skills to ace Complaints Business Partner
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Business Partner role. Highlight your experience with complex complaints and how you've driven organisational change in previous roles. We want to see how you can make a real difference!
Showcase Your Skills: Don’t just list your qualifications; demonstrate how your skills align with what we’re looking for. Use specific examples of how you've influenced change and tackled challenges in regulated sectors. This is your chance to shine!
Be Authentic: Let your personality come through in your application. We value respect, integrity, and accountability, so share your passion for improving resident outcomes and how you embody these values in your work. We want to know the real you!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s straightforward and ensures your application gets to the right people. Don’t miss out on this opportunity to join us at PA Housing!
How to prepare for a job interview at PA HOUSING
✨Know Your Stuff
Make sure you understand the role of a Complaints Business Partner inside out. Familiarise yourself with PA Housing's mission, values, and recent initiatives. This will help you demonstrate your passion for making a difference and show that you're genuinely interested in the organisation.
✨Prepare Real-Life Examples
Think of specific instances where you've handled complex complaints or driven organisational change. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experience clearly and show how you can add value to their team.
✨Showcase Your Analytical Skills
Since the role involves analysing complaints data and identifying root causes, be ready to discuss your analytical skills. Bring examples of how you've used data to inform decision-making or improve processes in previous roles. This will highlight your ability to turn insights into actionable strategies.
✨Engage with Senior Stakeholders
As you'll be partnering with senior managers, practice how you would constructively challenge the status quo. Prepare to discuss how you've influenced change in past roles and how you can foster a culture of accountability. This will demonstrate your confidence and ability to work collaboratively at all levels.