Housing Complaints Manager

Job title: Complaints Manager
Location: London SE1 - Hybrid
Start Date: ASAP
Contract Type: Temporary 3-6 months
Weekly Hours: 35 hours per week
 
Job Purpose
 
We are seeking a Complaints Manager to lead and oversee our complaints function, ensuring cases are managed efficiently, effectively and in line with statutory requirements and the Housing Ombudsman’s Complaint Handling Code.
 
This is a leadership role with full accountability for performance outcomes, KPIs and customer satisfaction targets. You will play a key role in safeguarding organisational reputation, strengthening trust with residents, and driving continuous improvement across services.
 
Key Responsibilities:

• Lead and develop the complaints team, setting clear performance expectations and supporting professional growth
• Ensure complaints are handled in line with statutory requirements, SLAs and regulatory standards
• Act as the escalation point for complex or high-risk complaints
• Monitor KPIs, CSAT and complaint trends, delivering clear performance reporting to senior leadership
• Embed lessons learned and drive systemic service improvements across the organisation
• Ensure audit readiness and full compliance with the Housing Ombudsman’s Complaint Handling Code
• Manage relevant budgets and demonstrate value for money through efficient service delivery
• Represent the organisation at external forums and liaise with the Ombudsman where required

Candidate Profile

• Proven experience managing a complaints function in housing or a regulated environment
• Strong knowledge of statutory complaints handling and Ombudsman processes
• Demonstrable experience managing KPIs, SLAs and customer satisfaction targets
• Team leadership experience, including performance management and development
• Excellent analytical skills, with the ability to identify root causes and implement service improvements
• Confidence engaging with senior stakeholders and regulators
• Strong written communication skills, including executive-level reporting

 
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
 
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk