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- Tasks: Lead the resolution of complaints and improve processes in a dynamic team.
- Company: Join Sense, a leading disability charity making a real difference.
- Benefits: Competitive salary, supportive environment, and opportunities for career growth.
- Other info: Inclusive workplace committed to diversity and personal development.
- Why this job: Make an impact by ensuring accountability and trust within the community.
- Qualifications: Experience in managing complaints and strong analytical skills required.
The predicted salary is between 41711 - 41711 £ per year.
About the role
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 will 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.
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. We welcome applications from talented people from all sections of the community who share our values and belief that no one, no matter how complex their disabilities, should be isolated, left out, or unable to fulfil their potential.
Precise Location: 750 Bristol Road, Birmingham, West Midlands, B29 6NA, United Kingdom
Complaints manager - Permanent - Full Time in Birmingham employer: Sense
Contact Detail:
Sense Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints manager - Permanent - Full Time in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the charity, health, or social care sectors. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching Sense and its values. Show us how your experience aligns with our mission of supporting people with complex disabilities. We love candidates who share our passion!
✨Tip Number 3
Practice your responses to common interview questions, especially around managing complaints and improving processes. We want to see your analytical skills and how you handle challenges.
✨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 us you’re serious about joining our team.
We think you need these skills to ace Complaints manager - Permanent - Full Time 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 in a Complaints Manager. Make sure you understand the key responsibilities and how your experience aligns with them.
Tailor Your Application: Don’t just send a generic application! We want to see how your skills and experiences specifically relate to the role. Highlight your experience in managing complaints and any relevant achievements that showcase your ability to drive service improvements.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for someone who can communicate effectively, so show us your best writing skills!
Apply Through Our Website: Make sure to submit your application through our website. 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 the Role Inside Out
Before your interview, make sure you thoroughly understand the job description and key responsibilities of a Complaints Manager. Familiarise yourself with the specific processes and systems mentioned, as well as the values of the organisation. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you've successfully managed complaints or improved processes. Be ready to discuss how you handled challenges, what actions you took, and the outcomes. This will showcase your skills and give the interviewers confidence in your ability to perform the role effectively.
✨Showcase Your Analytical Skills
Since analysing complaint data is crucial for this role, be prepared to discuss how you've used data to identify trends and drive improvements in previous positions. Bring examples of reports or analyses you've conducted, and explain how they led to positive changes. This will highlight your analytical mindset and problem-solving abilities.
✨Demonstrate Relationship-Building Skills
As a Complaints Manager, you'll need to communicate professionally with various stakeholders. Prepare to talk about how you've built relationships with senior leaders, staff, and complainants in the past. Highlight your communication style and any strategies you've used to ensure transparency and trust throughout the complaints process.