At a Glance
- Tasks: Lead the management and resolution of complaints in a dynamic team environment.
- Company: Join Sense, a leading disability charity dedicated to breaking down barriers.
- Benefits: Flexible working, career growth opportunities, and a supportive culture.
- Other info: We value diversity and encourage applications from underrepresented backgrounds.
- Why this job: Make a real difference by ensuring accountability and trust for those we support.
- Qualifications: Experience in managing complaints, strong analytical skills, and excellent relationship-building abilities.
The predicted salary is between 30000 - 40000 € per year.
Working in a fast paced, dynamic team, the Complaints Manager will oversee the effective implementation of systems, processes and resolutions of all complaints types. You’ll lead the management and continuous improvement of our complaints systems, working directly with staff, volunteers and senior leaders to ensure transparency, consistency and learning across the organisation. This is a key role in supporting accountability and maintaining trust with the people we support.
Key responsibilities
- Lead the end-to-end process for managing and resolving complaints effectively and efficiently.
- Ensure all complaints are investigated in line with policies, procedures, and best practice, within agreed timeframes.
- Maintain accurate records of all complaints, investigations, and outcomes.
- Monitor and audit the complaints process to identify improvements and ensure compliance.
- Ensure agreed actions and recommendations from complaints are implemented promptly.
- Communicate professionally with complainants and relevant stakeholders throughout the process.
About you
- Proven experience managing or coordinating formal complaints, ideally in the charity, health, or social care sectors.
- Skilled in analysing complaint data to identify trends and drive service improvements.
- Experienced in conducting reviews and investigations to ensure quality and accountability.
- Strong understanding of policies, procedures, and regulatory frameworks.
- Excellent relationship-building skills, with confidence working with senior leaders and trustees.
- Highly organised, analytical, and detail-focused, with the ability to manage multiple priorities.
- Committed to inclusion, diversity, and Sense’s vision of supporting people with complex disabilities.
About Sense
Sense is a leading disability charity, here to break down barriers alongside disabled people with complex needs. We use our knowledge and expertise to deliver personalised, creative and flexible support at every stage of life. Together, we drive change, building a future where everyone has the power, choice and control to live the lives we choose.
We’re proud to be a Disability confident leader and a charity where people can grow their skills and careers in a supportive, flexible environment.
Our values
- We're creating change
- We're always learning
- We're better together
To apply
Please use the link below to complete your application. Managers will use your application to shortlist candidates for interview, in relation to the Personal Specification. Therefore, it is very important you complete this section thoroughly. We would recommend that you read the job description and person specification before applying.
Please note to avoid disappointment, we advise you to submit your application as soon as possible as we reserve the right to close posts at any time. No agency submissions please: any submissions without prior authorisation from the Sense Recruitment Team will be treated as our own and as such no fee will be payable.
If you require any further assistance, please contact the Recruitment Team on 0121 415 6735 or recruitment@sense.org.uk
Sense is committed to safeguarding and promoting the welfare of vulnerable children and adults and expects all employees to share this commitment. Therefore, all offers of employment, where appropriate, are subject to a DBS check; level dependent on the nature of the role.
For this role we particularly welcome applications from candidates from underrepresented Global Majority backgrounds and candidates with disabilities. Sense is committed to equality of opportunity, and to promoting and celebrating the diversity of staff, volunteers and the people we work with. Everyone's contribution is valued and we ensure they're given the opportunity to realise their potential.
For more information please visit: Equality, Diversity and Inclusion in Recruitment
Complaints Manager in Birmingham employer: Sense
At Sense, we pride ourselves on being a leading disability charity that fosters a supportive and inclusive work environment. As a Complaints Manager, you will play a vital role in enhancing our services while benefiting from opportunities for professional growth and development within a dynamic team. Our commitment to diversity and employee well-being ensures that every team member is valued and empowered to make a meaningful impact in the lives of those we support.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the charity, health, or social care sectors. Use LinkedIn or even good old-fashioned coffee chats to connect with folks who can give you the inside scoop on opportunities.
✨Tip Number 2
Prepare for interviews by practising common complaints management scenarios. Think about how you'd handle tricky situations and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to improve processes in past roles. This is key for a Complaints Manager, so let’s make sure you highlight those achievements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Sense.
We think you need these skills to ace Complaints Manager in Birmingham
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing, take a good look at the job description. It’s packed with clues about what we’re looking for, so make sure you understand the key responsibilities and skills required for the Complaints Manager role.
Tailor Your Application:Don’t just send a generic application! We want to see how your experience aligns with our needs. Highlight your relevant skills and experiences that match the role, especially your background in managing complaints and working in similar sectors.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and get straight to the point. We appreciate well-structured applications that are easy to read and understand, so avoid fluff and focus on your achievements.
Submit Through Our Website:Make sure to apply through our website using the provided link. This helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Sense
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the complaints management process, especially in the charity or health sectors. Familiarise yourself with relevant policies and procedures, as well as any recent trends in complaint handling. This will show that you're not just interested in the role but also knowledgeable about the field.
✨Showcase Your Experience
Prepare specific examples from your past experiences where you've successfully managed complaints or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your skills in a clear and impactful way.
✨Build Rapport
During the interview, focus on building a connection with the interviewers. Show your excellent relationship-building skills by engaging with them, asking insightful questions, and demonstrating your commitment to inclusion and diversity. This will highlight your ability to work collaboratively with staff and senior leaders.
✨Be Organised and Analytical
Since the role requires strong organisational and analytical skills, be prepared to discuss how you manage multiple priorities and analyse complaint data. Bring along any relevant documentation or examples of how you've monitored and audited processes in the past. This will reinforce your detail-focused approach and readiness for the role.
