Complaints Manager

Join Our Team as a Complaints Manager – Make a Difference in Customer Experience

Are you an experienced Complaints Manager with a passion for delivering fair and empathetic customer service? We are seeking a dedicated Complaints Manager to lead our Customer Experience & Engagement Complaints Team in Redhill. This is a permanent, full-time position offering a competitive salary of £43,750 per annum, working on a hybrid basis with three days in the office each week.

Responsibilities of the Complaints Manager As a Complaints Manager, you will play a crucial role in ensuring that complaints are handled efficiently, fairly, and in line with regulatory standards. Your responsibilities will include:

• Leading the timely and fair resolution of formal complaints, ensuring compliance with statutory and regulatory timescales.
• Utilizing complaint data, trends, and customer feedback to identify opportunities for service improvement and reducing avoidable issues.
• Conducting regular case reviews to promote consistency, share best practices, and foster a culture of continuous improvement.
• Analyzing patterns behind recurrent complaints and escalations to the Ombudsman, enabling proactive root cause analysis.
• Supporting decisions regarding compensation and resources, ensuring appropriate outcomes are achieved.
• Collaborating with colleagues across the organization to gather evidence, resolve complex cases, and embed learnings.
• Coaching team members to improve investigation quality, customer communication, and overall complaint handling outcomes.
• Monitoring complaint performance, quality, and risk using CRM and case management systems, providing accurate management information.

Candidate Profile for the Complaints Manager The ideal candidate will possess strong experience in complaint management, preferably within the social housing sector, and have a thorough understanding of the Housing Ombudsman Complaint Handling Code. Key qualities include:

• Expertise in complaint remedies, maladministration learning, and regulatory expectations.
• Proficiency in using CRM and case management systems to monitor cases and performance.
• Ability to influence and engage stakeholders across various teams.
• Experience analyzing customer feedback, complaint themes, and Ombudsman insights to drive service improvements.
• Excellent coaching, communication, and analytical skills with a detail-oriented approach.
• Customer-focused, balancing empathy and fairness with strong decision-making abilities.
• DBS clearance will be required for this role.

Benefits of Working as a Complaints Manager Alongside a competitive salary of £43,750, you will enjoy an array of benefits including:

• £250 Training Allowance
• Dedicated Specialist Consultant
• We work with thousands of clients nationwide
• Daily Payroll Runs
• Free Candidate Registrations
• Referral and Loyalty Bonus Schemes
• Sign-Up Bonus
• Free Compliance Checks
• Flexible working and generous leave entitlement
• Extensive learning and development opportunities
• Funded health cash plan and wellbeing support
• Retail discounts and recognition schemes

How to Apply To become our next Complaints Manager, please contact Adam Benouaich at 01772 208966 or email your CV to adam.benouaich@servicecare.org.uk. We look forward to hearing from passionate candidates eager to make a meaningful impact in customer service.

This Complaints Manager role is an excellent opportunity to lead positive change within a supportive environment. Apply today and take the next step in your career!