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: Competitive salary, supportive culture, and opportunities for personal growth.
- Other info: Flexible working environment with a focus on diversity and personal development.
- Why this job: Make a real difference by ensuring accountability and trust within the community.
- Qualifications: Experience in managing complaints, strong analytical skills, and a commitment to inclusion.
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 employer: Sense
Sense is an exceptional employer, offering a supportive and flexible work environment in Birmingham where employees can thrive while making a meaningful impact on the lives of disabled individuals. With a strong commitment to inclusion and diversity, Sense provides ample opportunities for professional growth and development, ensuring that every team member feels valued and empowered to contribute to our mission of breaking down barriers. Join us to be part of a dynamic team dedicated to driving change and fostering a culture of learning and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints manager - Permanent - Full Time
✨Tip Number 1
Network like a pro! Reach out to your connections in the charity, health, or social care sectors. Let them know you're on the lookout for a Complaints Manager role – you never know who might have the inside scoop on openings!
✨Tip Number 2
Prepare for interviews by brushing up on your complaint management skills. Think of real-life examples where you've successfully resolved complaints and improved processes. This will show that you’re not just talk but can walk the walk too!
✨Tip Number 3
Don’t forget to research Sense! Familiarise yourself with their values and mission. When you show genuine interest in their work and how you can contribute, it’ll definitely set you apart from other candidates.
✨Tip Number 4
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 the team at Sense and making a difference.
We think you need these skills to ace Complaints manager - Permanent - Full Time
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, take a good look at the job description and person specification. This will help you tailor your application to highlight how your experience aligns with what we're looking for.
Showcase Your Experience:When filling out your application, make sure to detail your experience managing complaints, especially in relevant sectors like charity or health. We want to see how you've tackled challenges and driven improvements in your previous roles.
Be Clear and Concise:Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for specific examples that demonstrate your skills and achievements.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, applying early can give you an edge, as we might close the position sooner than expected.
How to prepare for a job interview at Sense
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Complaints Manager. Familiarise yourself with the key tasks like managing complaints processes and ensuring compliance with policies. 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. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will not only showcase your skills but also give the interviewers a clear picture of how you handle challenges.
✨Showcase Your Analytical Skills
Since analysing complaint data is crucial for this role, be ready 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, as this will highlight your analytical mindset and attention to detail.
✨Emphasise Relationship-Building
As a Complaints Manager, you'll need to communicate effectively with various stakeholders. Prepare to talk about how you've built relationships with senior leaders and other team members in the past. Highlight your interpersonal skills and your commitment to fostering a collaborative environment.
