Complaints Lead / Manager - Housing Repairs

Daniel Owen; Camden Town; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A large housing group is looking for a Complaints Lead/Manager to oversee the management of complaints related to housing repairs. This hybrid role involves monitoring KPIs, improving relationships with operational teams, and driving customer service excellence. The ideal candidate will have significant experience in the social housing sector, leadership skills, and a strong focus on customer satisfaction. This long-term contract role offers the possibility of permanence and is based in North West London.

Qualifications

• Experience in handling complaints within the housing sector.
• Strong understanding of the Housing Ombudsman complaint handling code.
• Senior level experience in customer experience and resolutions.

Responsibilities

• Monitor KPIs to improve operational performance.
• Provide leadership through coaching and team meetings.
• Ensure adherence to Health & Safety legislation.

Skills

Complaints management

Team leadership

Customer service excellence

Strong interpersonal skills

Analytical skills

Job description

Complaints Lead / Manager - Housing Repairs

SR - CM ComplaintCam_1766148542 Posted : 19 / 12 / 2025

CONTRACT ROLE

Exciting Opportunity for a Complaints Lead / Manager

Working with a Large Housing group in North West London

Long term contract to permanent

Hybrid Position - Rate negotiable

Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sector

The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients / customers to meet or exceed contractual KPIs and internal SLAs, for operational performance

Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .

Essential

• Knowledge of Health & Safety legislation, and statutory requirements in relation to the role
• Good understanding of Social Housing Building Maintenance and customer satisfaction.

Other key duties include

• Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
• Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
• Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
• Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
• Ensure team members understand their role and areas of responsibilities.

Requirement

• Senior / Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
• Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
• TSMs and increasing satisfaction
• Customer Excellence accreditation
• Working with the Board Member responsible for complaints
• Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
• Working with Senior Leadership Team across SHPProviding assurance reporting and management information to Board, the Client and the executive team

Desirable for candidate

• Excellent communication skills
• Strong interpersonal skill working with people at all levels
• Analytically skills to interpret data and monitor trends
• Strong customer focus and excellent telephone manner
• Leadership skills and the ability to motivate and develop staff

This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.