Lead change. Drive improvement. Put residents at the heart of everything we do.
Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.
At Teign Homes, we believe complaints are one of the most valuable sources of customer insight available to us. They help us understand where services can improve, strengthen accountability, and ensure residents' voices shape the decisions we make.
We are looking for an experienced and passionate Complaints & Service Improvement Manager to lead our complaints service and help drive a culture where learning, transparency and continuous improvement are embedded across the organisation.
This is an exciting opportunity to take ownership of a high-profile service at a time when complaints handling has never been more important. Reporting to the Head of Customer Service & Communications, you will lead a dedicated team and work closely with colleagues, residents, senior leaders and external stakeholders to ensure complaints are handled fairly, consistently and in line with the Housing Ombudsman's Complaint Handling Code.
About the role
As Complaints & Service Improvement Manager, you will provide strategic leadership for complaints management across Teign Homes.
You will:
- Lead and develop a high-performing complaints team.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.
- Oversee the management of complex, sensitive and high-risk complaints.
- Act as the organisation's lead on complaint handling best practice.
- Develop performance reporting, insight and assurance relating to complaints.
- Analyse complaint trends and customer feedback to identify opportunities for service improvement.
- Support compliance with the Consumer Standards, particularly the Transparency, Influence and Accountability Standard.
- Build strong relationships with residents, resident groups, colleagues, councillors, MPs and external partners.
- Lead the organisation's annual Complaint Handling Code self-assessment.
- Coordinate responses to Housing Ombudsman investigations, orders, recommendations and determinations.
- Ensure learning from complaints drives meaningful change across the organisation.
- Present complaints performance, risks and improvement activity to senior leadership and governance groups.
Most importantly, you will help us create excellent customer experiences by ensuring every complaint is seen as an opportunity to learn and improve.
Contract and hours: Permanent, full-time, 37 hours per week.
Location: Newton Abbot with agile working.
About you
We're looking for someone who combines strong leadership skills with a genuine commitment to customer service and continuous improvement.
You will bring:
- Significant experience managing a complaints, customer resolution, customer feedback or service improvement function.
- Strong leadership experience, with a track record of developing and motivating teams.
- Experience of managing complex, sensitive and escalated complaints.
- Experience of working within a regulated or compliance-driven environment.
- Excellent analytical skills and the ability to translate data and insight into service improvements.
- The confidence to influence, support and constructively challenge colleagues at all levels.
- Experience of developing reports and presenting performance information to senior stakeholders.
- Detailed knowledge of the Housing Ombudsman Complaint Handling Code and complaint handling best practice.
- A passion for delivering excellent outcomes for customers.
Experience within the social housing sector and working with the Housing Ombudsman would be advantageous, but we welcome applications from candidates with relevant transferable experience from other regulated sectors.
Why join us?
At Teign Homes, you'll be part of an organisation committed to delivering excellent homes and services for our residents. You'll join a supportive, ambitious team that genuinely values customer feedback and is committed to learning and improving.
In return, we offer:
- Competitive salary
- Generous annual leave entitlement
- Flexible and agile working arrangements
- Pension scheme
- Employee wellbeing support
- Learning and development opportunities
- A chance to make a genuine difference to customers and communities
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If you are passionate about customer experience, service improvement and making sure residents' voices are heard, we'd love to hear from you.
Join us and help shape a complaints service that not only resolves issues but drives positive change across the organisation.
