We’re looking for an experienced and confident Customer Voice and Complaints Manager to lead Magenta’s approach to complaints, customer feedback, engagement and insight-led service improvement. This role will make sure customers are listened to, complaints are handled fairly and consistently, and learning is used to improve services and customer outcomes.
You’ll lead a customer-focused team, oversee complaint handling and Housing Ombudsman compliance, and create meaningful opportunities for customers to influence services, policies and priorities. Working closely with colleagues across Magenta, you’ll use feedback, data and insight to identify themes, improve processes, strengthen accountability and demonstrate how we are listening and acting through clear “You Said, We Did” outcomes.
We’re looking for someone with strong experience in customer voice, complaints, engagement or feedback services, ideally within social housing or another regulated environment. You’ll need excellent leadership, communication, stakeholder management and reporting skills, along with a strong understanding of the Housing Ombudsman Complaint Handling Code and a passion for fairness, inclusion and continuous improvement.
Our Purpose: Empowering people is our purpose. We work together by guiding, teaching, and mutual support, cultivating knowledge and confidence to overcome challenge and seize opportunities. By uplifting each other, we extend this empowerment to our customers and communities, contributing to the well-being of the broader society we serve.
Our Vision: Opening doors to homes full of love, communities full of life, and a world full of possibilities is all about creating opportunities and eliminating barriers for everyone.
Our Values: 'Do the Right Thing' is the thread that weaves our actions, decision-making, and connections. Making choices that align with our purpose, vision, and values, and ensuring everyone feels safe and supported.
At Magenta Living, our mission is to provide customers with a home they’re proud of and create flourishing communities. We're proud to say that it’s our dedicated people that make this happen. This is a very transformative and exciting time to join us as we embark on the Road to 2030!
Who we are:
We are innovatively forward thinking, with a customer focussed approach. This allows us to be one of the best in our industry, managing around 13,000 homes across our heartland Wirral and the North West.
One of our key focuses is giving back to our customers and communities and as a Not-for-Profit organisation, social value is a significant part of who we are - everyone has their part to play at Magenta Living.
You’re in great hands here at Magenta Living. We are proud of being awarded the Navajo Charter-mark for our work supporting the LGBTQ+ community and ISO45001 for our people health and safety practices.
At Magenta Living we are proud to be an employer who provides equal opportunities. We encourage all applications regardless of age, different abilities, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
Our Culture:
We’re proud of our empowering, fun and flexible culture and value every colleagues opinion.
Our teams are the talented and motivated driving forces behind improving our customer, communities and colleague experiences, with opportunities for you to get involved with our dynamic colleague panels and social events
What we offer:
There are so many to pick from, but to just name a few…
- 26 days holiday (plus UK bank Holidays)
- Paid time off over Christmas Period
- Defined Contribution Pension Scheme with a fixed employer rate of 6%
- Flexible working
- Healthcare Cash Plan
- Well-being support and fun employee events
- Employee Recognition programme
- Talent Management Programmes and e-learning access to support development
- Free parking at either our head office or main depot
- Paid professional memberships
- Volunteering day
Free on-site gym
-
Are you ready to take your career to the next level? At Magenta Living, we believe in empowering and developing our employees to reach their full potential. By signing up for our job alerts, you'll be the first to know about exciting opportunities that align with your skills and aspirations. Please follow the below link to sign up:
Jobs with Magenta Living housing association | Magenta Living
We believe that everyone should have access to the wide range of opportunities we offer. Our job alerts ensure you stay informed about roles at Magenta Living.
