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 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
✨Tip Number 1
Get to know the organisation! Before your interview, dive into Sense's mission and values. Understanding their commitment to supporting disabled people will help you connect your experience with their goals.
✨Tip Number 2
Prepare for scenario-based questions. Think about past complaints you've managed and how you resolved them. Be ready to share specific examples that highlight your skills in analysis and relationship-building.
✨Tip Number 3
Show your passion for continuous improvement. Talk about how you've identified trends in complaint data before and what actions you took to enhance processes. This will demonstrate your proactive approach!
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful queries about the complaints process at Sense. This shows your genuine interest and helps you assess if it’s the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing, take a good look at the job description and person specification. This will help us understand what we're looking for and ensure your application hits all the right notes.
Show Off Your Experience:Make sure to highlight your experience managing complaints, especially in relevant sectors like charity or health. We want to see how your skills align with our needs, so don’t hold back!
Be Clear and Concise:When filling out your application, keep it clear and to the point. Use bullet points if necessary to make it easy for us to read through your qualifications and experiences.
Apply Through Our Website:Don’t forget 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. Plus, it helps us keep everything organised.
How to prepare for a job interview at Sense
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the complaints management process and the specific policies and procedures relevant to the charity sector. Familiarise yourself with Sense's values and how they align with your own experiences in managing complaints.
✨Showcase Your Experience
Prepare examples from your past roles where you've successfully managed complaints or improved processes. Be ready to discuss how you analysed complaint data to identify trends and drive service improvements, as this will demonstrate your analytical skills and commitment to quality.
✨Build Rapport
During the interview, focus on building a connection with the interviewers. Use your excellent relationship-building skills to engage with them, showing that you can communicate effectively with both staff and senior leaders. This is crucial for a role that requires collaboration across various levels.
✨Ask Insightful Questions
Prepare thoughtful questions about the complaints process at Sense and how they measure success. This not only shows your genuine interest in the role but also gives you a chance to assess if the organisation aligns with your values and career goals.
