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- Tasks: Lead and manage the complaints process, ensuring fairness and compliance.
- Company: Join a well-established public sector organisation in Slough.
- Benefits: Competitive pay, hybrid working, and career development opportunities.
- Other info: Dynamic role with opportunities for professional growth and learning.
- Why this job: Make a real impact by improving services and driving accountability.
- Qualifications: Experience in complaints management and strong leadership skills.
The predicted salary is between 60000 - 70000 £ per year.
Seven Resourcing are currently seeking an experienced Complaints Manager to take ownership of a high-impact service area within a well-established public sector organisation in Slough. This is a senior-level opportunity for a professional with strong leadership, governance, and investigative experience.
As Complaints Manager, you will lead and develop the organisation’s approach to handling complaints, statutory requests, and legal matters. You’ll ensure all cases are managed efficiently, fairly, and in line with legislation and regulatory frameworks. This role plays a critical part in driving service improvement, ensuring lessons are learned from feedback, and maintaining high standards of accountability and transparency across the organisation.
Key Responsibilities- Lead and manage the end-to-end complaints process, including complex and high-risk cases
- Oversee Stage 2 investigations, ensuring independence, consistency, and quality
- Supervise and support Investigating Officers and external Independent Investigators
- Manage responses to: Complaints and representations, Freedom of Information (FOI) requests, Subject Access Requests (SARs), Ombudsman enquiries and legal claims
- Act as a senior advisor to leadership teams on sensitive and escalated issues
- Work closely with legal teams, insurers, and external stakeholders
- Analyse complaint trends and performance data to identify risks and improve service delivery
- Lead organisational learning initiatives and deliver training on complaints handling and information governance
- Ensure accessibility of complaints procedures, including advocacy support where required
- Maintain compliance with all relevant legislation and best practice standards
- Proven experience in a Complaints Manager or senior complaints/governance role
- Strong knowledge of complaints legislation, FOI, SARs, and Ombudsman processes
- Experience managing complex investigations within public sector or regulated environments
- Demonstrable leadership experience, including managing teams and external investigators
- Excellent analytical, communication, and stakeholder management skills
- Ability to influence senior leadership and drive organisational change
At Seven Resourcing, we connect skilled professionals with meaningful opportunities where they can make a real difference. With nearly a decade of industry expertise, over 3,000 five-star reviews, and a reputation for award-winning service, we provide continuous support, career development, and access to rewarding roles that align with your experience and aspirations.
Complaints Manager employer: Seven Resourcing
Contact Detail:
Seven Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the public sector and let them know you're on the hunt for a Complaints Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of complaints legislation and best practices. We recommend creating a list of common interview questions related to complaints management and practising your responses. Confidence is key!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams through complex investigations or improved service delivery. This will demonstrate your capability to handle the responsibilities of a Complaints Manager.
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of opportunities that match your skills and experience. Plus, applying directly can sometimes give you an edge over other candidates. Let's get you that Complaints Manager role!
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints management and governance. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Complaints Manager, leadership is key! Use your application to demonstrate your experience in managing teams and driving change. Share specific examples of how you've led investigations or improved processes in previous roles.
Be Clear and Concise: When writing your application, clarity is crucial. We appreciate straightforward language that gets to the point. Avoid jargon and ensure your key points stand out, making it easy for us to see why you’re the right fit.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and get back to you quicker. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Seven Resourcing
✨Know Your Legislation
Make sure you brush up on the relevant complaints legislation, FOI, and SARs before your interview. Being able to discuss these topics confidently will show that you’re not just familiar with the role but also understand the legal frameworks that govern it.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or managed complex investigations in the past. Highlighting your leadership experience will demonstrate your capability to oversee the end-to-end complaints process effectively.
✨Analyse and Present Data
Be ready to discuss how you've used data to identify trends and improve service delivery. Bring along any relevant examples or case studies that illustrate your analytical skills and how they’ve driven positive change in previous roles.
✨Practice Stakeholder Management
Think about how you’ve influenced senior leadership or worked with external stakeholders in the past. Prepare to share specific instances where your communication and negotiation skills made a difference, as this is crucial for the Complaints Manager role.