At a Glance
- 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.
- Other info: Join a culture of respect, integrity, and accountability with excellent career growth opportunities.
- 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.
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
At PA Housing, we pride ourselves on being an exceptional employer dedicated to making a positive impact in the communities we serve. Our Antisocial Behaviour Officers enjoy a supportive work culture that prioritises employee well-being and professional growth, with generous benefits such as flexible working arrangements, health cash plans, and ample annual leave. Join us in London or Surrey to be part of a passionate team committed to creating safer neighbourhoods and enhancing the lives of residents.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Business Partner
✨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!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like PA Housing looking for candidates who are engaged and informed.
We think you need these skills to ace Complaints Business Partner
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 PA Housing. 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 PA Housing
✨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 PA Housing’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
