At a Glance
- Tasks: Lead the charge in transforming complaints into actionable insights for better resident outcomes.
- Company: Join a forward-thinking organisation dedicated to making a real difference in communities.
- Benefits: Enjoy competitive salary, flexible working, generous leave, and high street discounts.
- Other info: Flexible hybrid working and opportunities for professional growth await you.
- Why this job: Be at the heart of change, influencing strategy and improving services that matter.
- Qualifications: Degree-level qualification or equivalent experience in housing or complaints management.
The predicted salary is between 43165 - 45000 £ per year.
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:
- High street discount schemes
- 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.
- 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.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email. 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 - Surrey or Leicester employer: PA HOUSING
At PA Housing, we are committed to fostering a culture of respect, integrity, and accountability, making us an exceptional employer for those passionate about driving meaningful change in the community. With competitive benefits such as flexible working arrangements, generous annual leave, and opportunities for professional growth, our Complaints Business Partner role offers a unique chance to influence strategy and improve resident outcomes in a supportive environment. Join us in Surrey or Leicester, where your insights will shape the future of our services and enhance the lives of those we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Business Partner - Surrey or Leicester
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and complaints sectors. We all know that sometimes it’s not just what you know, but who you know. Attend industry events or webinars to meet potential colleagues and decision-makers.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle complex complaints and drive organisational change. We suggest practising your responses with a friend or even in front of the mirror. Confidence is key!
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you’ve used data to inform decisions in past roles. We want to see how you can turn insights into action, so have some examples up your sleeve.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our process. Let’s get you on board!
We think you need these skills to ace Complaints Business Partner - Surrey or Leicester
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 in handling complex complaints and how you've driven organisational change in previous positions. 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 the job description. Talk about your experience with root cause analysis and performance reporting. We’re looking for someone who can turn insights into action, so give us examples!
Be Authentic:Let your personality shine through in your application. We value respect, integrity, and accountability, so share your passion for improving services and making a positive impact on residents. We want to know what drives you!
Apply Through Our Website:Remember to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Don’t wait too long, as we might close the advert early if we get enough applications!
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 the Housing Ombudsman’s Complaint Handling Code and any relevant regulations. This will not only help you answer questions confidently but also show that you're genuinely interested in the position.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully handled complex complaints or driven organisational change. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewers to see your impact.
✨Engage with the Interviewers
Don’t just wait for questions; engage with the interviewers by asking insightful questions about their current challenges and how they envision the role contributing to their goals. This shows that you’re proactive and genuinely interested in making a difference.
✨Demonstrate Your Analytical Skills
Be ready to discuss how you analyse complaints data and turn insights into actionable improvements. Bring examples of how your analytical skills have led to better outcomes in previous roles, as this is crucial for the Complaints Business Partner position.
