Complaints and Compliance Manager

Torus Group; Liverpool; On-site; GBP 45,000 - 65,000; Full time

Job summary

A service organization is seeking a Complaints & Compliance Manager to lead on customer complaints, compliance, and insight. This role involves overseeing quality management, driving the CSR strategy, and ensuring customer needs are prioritized. Candidates should have experience in the repairs and maintenance industry, strong management skills, and a commitment to continuous improvement. This position offers a chance to impact customer satisfaction significantly.

Qualifications

• Experience in a management or supervisory role.
• Full UK/EU driving licence and ability to travel.

Responsibilities

• Lead on complaints handling and customer communications.
• Analyze customer feedback data to improve service.
• Support quality management and CSR strategy.
• Prepare reports for senior leaders and stakeholders.

Skills

Experience in the repairs and maintenance industry

Customer-facing service delivery

Complaints handling and service improvement

Management and supervisory experience

Confident communication and presentation skills

Change management and continuous improvement

Education

Management, construction, or business qualification (NVQ Level 3 or equivalent)

Job description

Overview

At HMS, we’re passionate about delivering exceptional services to our customers, clients, and communities. We’re now looking for a Complaints & Compliance Manager to join our leadership team and play a key role in driving our Customer Excellence Strategy.

This is a fantastic opportunity for a motivated professional to lead on complaints, compliance, and customer insight, while also shaping our Corporate Social Responsibility (CSR) activity and supporting continuous improvement across the business.

What you’ll be doing

• Leading on complaints handling and customer communications, ensuring swift resolution and meaningful learning.
• Analysing customer feedback data (via Delighted) to identify trends, improve service, and boost satisfaction.
• Acting as HMS’s customer champion – keeping customer needs at the heart of everything we do.
• Supporting quality management activities, including corrective action processes and maintaining ISO registrations.
• Leading the company’s Corporate Social Responsibility (CSR) strategy, driving community investment and positive social impact.
• Supporting operational teams to deliver safe, efficient, and customer-focused construction and maintenance services.
• Preparing reports and insights for senior leaders, the board, and external stakeholders.
• Being a visible and proactive member of the HMS leadership team.

What we’re looking for

• Experience working in the repairs and maintenance industry
• Proven track record in delivering high-quality, customer-facing services.
• Strong experience in complaints handling and service improvement.
• Experience in a management or supervisory role, with the ability to motivate, coach, and lead others.
• Confident communicator with strong influencing and presentation skills.
• Demonstrable ability to manage change, embed best practice, and drive continuous improvement.
• A management, construction, or business qualification (NVQ Level 3 or equivalent) or willingness to work towards one.
• Full UK/EU driving licence and ability to travel across our North West sites.

Interview process

Candidates will undergo in-person interviews, consisting of competency-based questions. Interviews will take place on 15th and 17th October at our Stonebridge office.

Additional Information

• Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire – Fit For Work
  • Enhanced DBS check
  • Completion of all new starter documentation including signed T&C’s
• Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.