At a Glance
- Tasks: Lead and improve complaint handling in housing services, ensuring fair and timely responses.
- Company: Established public sector housing organisation focused on resident outcomes.
- Benefits: Opportunity to make a real impact and develop leadership skills.
- Other info: Join a supportive team dedicated to continuous improvement and accountability.
- Why this job: Shape the future of housing services and enhance resident experiences.
- Qualifications: Experience in managing complaints and strong knowledge of housing regulations.
The predicted salary is between 35000 - 42000 £ per year.
I am working with a well-established public sector housing organisation that is looking to appoint an experienced Complaints Lead to oversee and continuously improve complaint handling across its housing services. This is an excellent opportunity for a highly experienced complaints professional to lead a small team, improve resident outcomes and ensure the organisation maintains high standards of compliance with the Housing Ombudsman Complaint Handling Code.
The Role
As Complaints Lead, you will take responsibility for the effective management of Stage 1 complaints, Stage 2 complaints and Members' Enquiries. You will act as the principal point of expertise for housing complaints, providing guidance and constructive challenge to managers and operational teams while ensuring residents receive fair, timely, empathetic and evidence-based responses. You will also use resident feedback and complaint data to identify recurring issues, improve services and reduce avoidable complaint escalations.
Key Responsibilities
- Leading and overseeing Stage 1 complaints, Stage 2 complaints and Members' Enquiries
- Managing and supporting a team of three Complaints Officers
- Monitoring response times, quality standards and customer outcomes
- Reviewing complex, sensitive and high-risk complaints
- Supporting managers with investigations and appropriate resolutions
- Ensuring complaint actions, commitments and service recovery measures are completed
- Maintaining compliance with the Housing Ombudsman Complaint Handling Code
- Supporting Ombudsman investigations, determinations, orders and recommendations
- Leading annual complaint self-assessments and assurance activity
- Identifying trends, recurring issues, root causes and emerging risks
- Producing performance, insight and thematic reports for senior leaders
- Translating resident feedback into measurable service improvement actions
- Improving complaint handling capability across housing, repairs, customer services and contractor teams
- Maintaining accurate complaint records, action trackers and assurance evidence
About You
To be considered for this position, you will need significant experience managing complaints, investigations or customer feedback within housing, the public sector or another regulated environment. You should also be able to demonstrate:
- Experience handling complex Stage 1 and Stage 2 housing complaints
- Strong knowledge of the Housing Ombudsman Complaint Handling Code
- Experience managing Members' Enquiries and politically sensitive cases
- Excellent complaint investigation and resolution skills
- Experience analysing complaint data and identifying improvement opportunities
- The ability to produce clear reports and present findings to senior stakeholders
- Experience developing complaint policies, procedures and quality assurance frameworks
- Strong stakeholder management and influencing skills
- The confidence to challenge poor performance constructively
- Strong Microsoft Excel, PowerPoint and performance-reporting skills
- Previous team management or leadership experience
The successful candidate will be resident-focused, resilient and confident when managing challenging situations. You will be able to balance empathy and fairness with accountability, governance and the need to deliver meaningful service improvements.
Why Apply?
This is an opportunity to take ownership of an important housing complaints function and make a visible impact on resident experience. You will join an organisation committed to improving complaint handling, strengthening accountability and using resident feedback to drive lasting improvements across its housing services. To apply, please send your updated CV or contact me directly for a confidential discussion.
Complaints Lead in Surrey employer: Park Avenue Recruitment
As an employer, Park Avenue Recruitment offers a dynamic work environment that values integrity and collaboration, making it an excellent choice for professionals in the public sector. With a focus on employee growth and development, the company provides opportunities for meaningful contributions to local governance while enjoying the flexibility of hybrid working arrangements. Located in Kent, employees benefit from a supportive culture that prioritises work-life balance and competitive remuneration.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Lead in Surrey
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Park Avenue Recruitment, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Park Avenue Recruitment and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Complaints Lead in Surrey
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Park Avenue Recruitment and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Park Avenue Recruitment
✨Get to Know Public Sector Values
Before your interview with Park Avenue Recruitment, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Park Avenue Recruitment.
