Complaints Manager

Freebridge Community Housing

. Own end-to-end delivery of the two-stage complaints process .

Posted 9/23/2026full-timeKing's Lynn • United KingdomMid-LevelSenior💰 £44,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the end-to-end complaints process, ensuring compliance with the Housing Ombudsman's Complaint Handling Code, and leading a high-performing team to drive service improvements. Strong analytical skills are essential for interpreting data and identifying trends to enhance customer service.

Highest-signal resume keywords

End-To-End Complaints ManagementHousing Ombudsman Complaint Handling CodeTeam Leadership and DevelopmentData Analysis and InterpretationStakeholder Engagement at Executive Level

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint Handling Best PracticesRoot Cause AnalysisPerformance ReportingCompensation ManagementData Quality Principles

Soft Skills

Coaching and TrainingInfluencing Senior StakeholdersProblem-SolvingCommunication Skills

Industry Keywords

Social HousingRegulated EnvironmentCustomer Complaints CultureMulti-Disciplinary Group Leadership

About the role

Key responsibilities & impact

Own end-to-end delivery of the two-stage complaints process
Ensure complaints are investigated and resolved within Code timescales with a professional customer service
Lead complex, high-profile, high-risk complaints, including Stage 2 escalations, MP and Councillor correspondence, and cases with serious reputational or financial exposure
Identify and implement best practice in complaints and correspondence handling
Lead and develop a team of three Complaint Handlers and a Senior Complaint Handler
Coach front-line teams on first-time resolution and support training and development
Act as key operational contact for the Housing Ombudsman
Ensure complaint handling and redress orders, including Housing Ombudsman determinations, are actioned, complied with and evidenced
Chair the Lessons Learned Group and undertake root cause analysis
Own the quality, accuracy and consistency of complaints recording and management information
Undertake broader root cause analysis to identify development areas and drive improvements
Support annual complaints performance and service improvement reporting for senior leaders and the Board
Monitor complaint trends, systemic issues and organisational risk
Manage complaint-related compensation and redress within delegated authority
Provide advice and expertise on complaint handling best practice across the organisation

Requirements

What you’ll need

Experience working at a senior level designing and delivering an excellent customer complaints culture and processes
Experience operating autonomously and influencing senior stakeholders, including at Executive level
Working knowledge of the Housing Ombudsman's Complaint Handling Code
Sound understanding of data quality and management information principles
Experience chairing multi-disciplinary or cross-departmental groups and holding action owners accountable
Experience leading and developing a high-performing team, ideally within social housing or another highly regulated environment
Strong analytical skills with the ability to interpret data, identify trends and drive service improvements

Benefits

Comp & perks

Annual salary of £44,000
25 days holiday plus bank holidays, increasing to 30 days after 5 years of service
Employee discounts through Reward Gateway
6 months full pay for maternity leave
2 weeks full pay for paternity leave
Physio and counselling services
Employee assistance programme
One day per year of charitable leave
Discounted gym membership at Alive Leisure
Pension scheme with employer contributions up to 12%
Reasonable adjustments during the recruitment process
Accessibility tours for candidates