At a Glance
- Tasks: Lead a team to manage and resolve customer complaints effectively.
- Company: Dynamic organisation focused on customer service and improvement.
- Benefits: Competitive salary, supportive work culture, and opportunities for professional growth.
- Other info: Join a diverse team committed to accountability and continuous improvement.
- Why this job: Make a real difference by enhancing customer experiences and driving positive change.
- Qualifications: Experience in complaints management and strong leadership skills.
Are you an experienced complaints professional with a passion for delivering excellent customer service and driving organisational improvement? Do you have the leadership skills to manage a high-performing team and the confidence to influence change across a business? We are looking for an outstanding Complaints Manager to lead our complaints service, ensuring customer concerns are handled fairly, efficiently and in line with the Housing Ombudsman Complaint Handling Code and regulatory requirements.
About the Role
Reporting to the Head of Customer & Communities, you will lead and manage the end-to-end complaints process, overseeing investigations, resolutions and service improvements across all areas of the organisation. You will manage a dedicated Complaints Team, act as the key contact for the Housing Ombudsman Service, and use complaint insight to identify trends, reduce recurring issues and drive continuous improvement. This role is central to delivering our Customer Voice Strategy and developing a culture of accountability, learning and customer focus throughout the organisation.
Key Responsibilities
- Leadership & Team Management: Lead, coach and develop the Complaints Team and manage workloads, performance and quality standards. Foster a positive, collaborative and customer-focused culture whilst supporting colleagues across the organisation to improve complaint-handling practices.
- Complaints & Investigations: Oversee complaints from initial receipt through to final resolution and manage complex, high-risk and escalated complaints. Ensure responses are professional, empathetic, accessible and customer focused across all areas.
- Housing Ombudsman & Compliance: Act as the organisation's lead contact with the Housing Ombudsman Service. Ensure compliance with the Complaint Handling Code and consumer standards. Lead annual self-assessments, reporting and regulatory submissions. Keep up to date with housing regulation and complaint-handling best practice.
- Performance & Service Improvement: Analyse complaint trends and customer feedback. Produce insightful reports for senior leaders, Board members and customer groups. Champion service improvements and monitor outcomes. Support implementation of organisational improvement initiatives.
- Customer Experience: Ensure customers receive excellent, respectful and responsive service. Promote accessibility and inclusivity within the complaints process. Manage customer contact in line with the Unacceptable Behaviour Policy where appropriate. Oversee compensation decisions and monitor expenditure against budget.
The closing date for application is: 21st July 2026. We welcome applications from all sections of the community.
Complaints Manager in Stafford employer: Trent and dove
Join a forward-thinking organisation in Burton Upon Trent that prioritises customer satisfaction and continuous improvement. As a Complaints Manager, you will benefit from a supportive work culture that values collaboration and accountability, alongside opportunities for professional growth and development. With a commitment to inclusivity and a focus on delivering exceptional service, this role offers a chance to make a meaningful impact within the community.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Stafford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trent and dove. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trent and dove before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Manager in Stafford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trent and dove:Your cover letter is your chance to shine! Tell us why you want to work at Trent and dove specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trent and dove!
How to prepare for a job interview at Trent and dove
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
