Complaints Manager

This Complaints Manager post leads the complaints service at Trent & Dove, a housing organisation, and reports to the Head of Customer & Communities. The role runs the full complaints process across the business, from first receipt to final resolution, including complex and escalated cases. It also means managing a dedicated Complaints Team, acting as lead contact for the Housing Ombudsman Service and driving service improvement from complaint trends. Previous applicants are excluded.

What the job involves

• Lead the end-to-end complaints process, including investigations, complex and escalated cases, and resolution
• Lead, coach and develop the Complaints Team, managing workloads, performance and quality standards
• Act as the organisation's lead contact for the Housing Ombudsman Service
• Ensure compliance with the Complaint Handling Code and consumer standards, leading self-assessments and regulatory submissions
• Analyse complaint trends and customer feedback, producing reports for senior leaders, Board members and customer groups
• Champion service improvements, monitor outcomes and support organisational improvement initiatives
• Ensure responses are professional, empathetic and accessible, and promote inclusivity in the complaints process
• Manage customer contact in line with the Unacceptable Behaviour Policy where appropriate
• Oversee compensation decisions and monitor expenditure against budgetSupport colleagues across the organisation to improve complaint-handling practice and build a culture of accountability and learning
• Deliver the Customer Voice Strategy
• Keep up to date with housing regulation and complaint-handling best practice

Experience

• Experienced complaints professional

Skills & knowledge

• Leadership skills to manage a high-performing team
• Confidence to influence change across a business

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