Complaints manager Work, Jobs in Brent, Gtl (with Salaries)

Housing Complaints Resolution Manager
i-Jobs —Guildford
- £310 a day
- Full-time
- Management
- Writing skills
- Analysis skills
Quick apply
2h
Complaints Manager
Surrey and Borders Partnership NHS Foundation Trust —Leatherhead
- £51,657 - £58,785 a year
- Full-time
- Continuous improvement
- Team management
- Training & development
- Free parking
13d
Complaints Manager
Raven Housing Trust —Redhill
- £43,750 a year
- Hybrid work
- Employee discount
1h
Client Services & Operations Manager
Roar Fitness —London
- £30,000 - £35,000 a year
- Weekend availability
- Data analysis skills
- Front desk
- Budgeting
- Health & wellbeing programme
- Gym membership
Quick apply
13d
Assistant Customer Service Manager
Return on Investment Ltd —Walton-on-Thames
- £40,000 - £45,000 a year
- Hybrid work
- Data analysis skills
- Analysis skills
- Continuous improvement
- Annual leave
- Gym membership
Quick apply
Head of Claims
MLabs —London
- £150,000 - £200,000 a year
- Full-time
- Remote
- Recruiting
- In-person
- AI
- Annual leave
Quick apply
SEND Tribunals and Complaints Service Manager
Surrey County Council —Woking
- From £73,317 a year
- Travel
- Annual leave
- Employee assistance programme
8d
Customer Experience Manager
Centre for Effective Dispute Resolution —London
- £42,000 - £48,000 a year
- Full-time
- Hybrid work
- Management
- Customer service
- Data analysis skills
- Life insurance
Quick apply
23h
Senior Complaint Resolution Officer - 6 Month FTC
Chime Housing —Watford
- £39,474 a year
- Full-time
- Team management
- Annual leave
Quick apply
1d
Complaints Lead
The Riverside Group —London
- £52,065.35 a year
- Full-time
- Hybrid work
- Continuous improvement
- Team management
5d
Victims Liaison Officer - Public Protection - Hertfordshire - East of England
HM Prison & Probation Service —Cheshunt
- £30,001 - £50,000 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- Travel
- Annual leave
- Employee discount
14d
Residence Life Coordinator, First Year Focus - NYU London
New York University —London
- Weekend availability
- Management
- University
- No degree
- Annual leave
Customer Service Supervisor
TLC Care —Pinner
- Full-time
- Computer literacy
- Continuous improvement
- Front desk
- Employee discount
Quick apply
Accommodation Manager
Wimbledon school of English —Wimbledon
- £40,000 a year
- Weekend availability
- Management
- Databases
- Administrative experience
- Free parking
- Bereavement leave
Quick apply
2d
Operations Director
Aiyara Partners —St Albans
- £100,000 - £120,000 a year
- Full-time
- Business development
- Continuous improvement
- Budgeting
Quick apply
13d
Complaints Manager
Zego —London
- Hybrid work
- Continuous improvement
- Team management
- Training & development
Quick apply
12d
Building Manager
Manor Coliving Ltd —Potters Bar
- £38,000 - £45,000 a year
- Weekend availability
- Management
- Plumbing
- Front desk
- Flexitime
Quick apply
5h
Service Manager
Calm Futures Limited —Hoddesdon
- £35,000 - £38,000 a year
- Full-time
- Writing skills
- Supervising experience
- Travel
Quick apply
13d
Student Appeals, Complaints and Conduct Administrator
Middlesex University London —Hendon
- £28,840 a year
- Microsoft Office
- Databases
9d
Centre Manager - Primrose Lodge
UK Addiction Treatment Centres —Guildford
- £45,000 - £50,000 a year
- Full-time
- Continuous improvement
- Budgeting
- Training & development
Quick apply

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Housing Complaints Resolution Manager

i-Jobs
Guildford

Quick apply

Job details

Full-time | Fixed term contract
£310 a day
2 hours ago

Qualifications

Management
Report generation
Stakeholder collaboration
Stakeholder liaison
Writing skills
Complaint handling
Analysis skills
Presentation skills
Continuous improvement
Continuous improvement cycles oversight
Management reporting
Communication skills
Analytics

Full job description

Position: Housing Complaints Resolution Manager (Interim)

Location: Millmead House, Guildford, GU2 4BB — Hybrid, with 2 days per week in the office
Start Date: ASAP
Contract Duration: Temporary, until 31 March 2027
Working Hours: 37 hours per week, Monday to Friday, 9:00am–5:00pm
Pay Rate: £310 per day

Job Purpose

To lead and manage a high-quality Stage 1 and Stage 2 housing complaints and Members' Enquiries service, ensuring complaints are investigated thoroughly, resolved effectively and responded to within agreed timescales. The role focuses on service recovery, regulatory compliance, performance management and continuous improvement, while promoting accountability and delivering positive, resident-focused outcomes.

Key Responsibilities

Complaint Management & Resolution

Lead the management of Stage 1 and Stage 2 housing complaints and Members' Enquiries.
Monitor complaint performance against response timescales, quality standards and customer service expectations.
Ensure complaint responses are accurate, evidence-based, empathetic and compliant with relevant policies and regulatory requirements.
Support managers and service teams with complaint investigations and appropriate resolutions.
Act as the escalation point for complex, sensitive and high-risk complaints.
Promote early resolution, effective service recovery and positive customer outcomes.
Ensure complaint actions, commitments and service recovery measures are tracked through to completion.

Regulatory Liaison & Compliance

Support investigations and compliance activity relating to the Housing Ombudsman Complaint Handling Code.
Coordinate responses to Housing Ombudsman investigations, determinations, orders and recommendations.
Ensure complaint handling practices remain aligned with regulatory requirements, policies and quality standards.
Maintain accurate complaint records, action trackers and assurance evidence.

Stakeholder Engagement

Work collaboratively with Housing, Customer Services, Repairs, contractors and corporate teams to investigate and resolve complaints.
Build effective relationships with managers, service teams and stakeholders to support timely complaint resolution and service recovery.
Provide constructive challenge and hold services accountable for complaint actions and delivery.
Influence and negotiate with stakeholders to achieve fair, appropriate and resident-focused outcomes.

Reporting & Continuous Improvement

Identify recurring issues, trends and root causes, using resident feedback and complaint insight to drive service improvement.
Produce performance, insight and assurance reports for senior leaders and governance forums.
Analyse complaint and performance data to identify opportunities for service improvement and improved customer outcomes.
Contribute to the development and improvement of complaint-handling processes, policies, procedures and quality assurance arrangements.
Promote accountability, continuous improvement and a strong resident-focused approach to complaint handling.

Key Requirements

Essential Experience

Significant experience managing complaints, investigations or customer feedback within housing, local government or another regulated environment.
Proven experience handling complex Stage 1 and Stage 2 complaints and Members' Enquiries.
Experience working with regulatory frameworks and external scrutiny bodies, ideally the Housing Ombudsman.
Experience analysing performance data, complaint trends and customer feedback to identify improvements.
Experience producing reports and presenting information to senior leaders or governance forums.
Experience supporting or leading complaint-handling improvement, service recovery or quality assurance activity.

Skills & Knowledge

Strong knowledge of complaint handling, investigation, resolution, service recovery and regulatory requirements.
Strong complaint investigation, resolution and problem-solving skills.
Excellent written and verbal communication skills, including report writing and presentations.
Strong stakeholder management, influencing and negotiation skills.
Strong analytical skills with the ability to interpret performance information, identify trends and root causes, and turn insight into action.
Strong Microsoft Excel and performance reporting skills.
Knowledge of the Housing Ombudsman Complaint Handling Code and relevant housing complaint standards.
Ability to challenge constructively and hold services accountable for delivery.

Nice-to-Have Experience

Previous experience working within a local authority housing service.
Experience leading or improving complaint-handling processes across a large or complex service.
Experience supervising or managing complaints officers.
Experience contributing to policy, procedure and quality assurance development.
Experience using resident feedback and complaint insight to support service redesign.

Core Competencies

Ability to manage a complex and varied complaints caseload while meeting deadlines and regulatory timescales.
Strong attention to detail, analytical thinking and evidence-based decision-making.
Ability to manage complex, sensitive and high-risk complaints professionally.
Strong performance management and reporting capability.
Ability to challenge constructively, influence stakeholders and drive accountability.
Capable of working both independently and collaboratively across multiple service areas.
Strong understanding of service recovery and achieving positive customer outcomes.

Key Attributes

Highly organised, analytical and detail-oriented.
Resilient and able to manage competing priorities in a high-pressure environment.
Resident-focused with a strong commitment to customer service and positive outcomes.
Professional, empathetic, fair and objective in complaint handling and decision-making.
Demonstrates integrity, sound judgement and accountability.
Proactive and committed to continuous improvement and service excellence.
Confident in challenging services constructively and influencing senior stakeholders.

Job Reference: 5303860

Job Types: Full-time, Fixed term contract

Pay: £310.00 per day

Application question(s):

Please describe your experience managing complex Stage 1 and Stage 2 housing complaints and Members' Enquiries.
What experience do you have working with the Housing Ombudsman and/or the Housing Ombudsman Complaint Handling Code?
Do you have experience analysing complaint/performance data and using trends or resident feedback to drive service improvements?

Experience:

housing complaints: 2 years (required)

Work authorisation:

United Kingdom (required)

Work Location: In person

Quick apply

Refine Your Search

complaints manager jobs in brent, gtl

Housing Complaints Resolution Manager

Complaints Manager

Complaints Manager

Client Services & Operations Manager

Assistant Customer Service Manager

Head of Claims

SEND Tribunals and Complaints Service Manager

Customer Experience Manager

Senior Complaint Resolution Officer - 6 Month FTC

Complaints Lead

Victims Liaison Officer - Public Protection - Hertfordshire - East of England

Residence Life Coordinator, First Year Focus - NYU London

Customer Service Supervisor

Accommodation Manager

Operations Director

Complaints Manager

Building Manager

Service Manager

Student Appeals, Complaints and Conduct Administrator

Centre Manager - Primrose Lodge

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