Complaints Manager

TRENT & DOVE HOUSING LIMITED; Burton upon Trent; On-site; GBP 65,000 - 85,000; Full time

Job summary

TRENT & DOVE HOUSING LIMITED is seeking an experienced Complaints Manager to lead our complaints service, ensuring concerns are handled fairly, efficiently and in line with regulatory requirements. You will manage a dedicated Complaints Team, oversee investigations and drive continuous improvement across the organisation.

Reporting to the Head of Customer & Communities, you will influence change, champion customer focus and deliver a culture of accountability, learning and accessibility for all

Qualifications

• Leadership & Team Management: lead, coach and develop the Complaints Team and manage workloads, performance and quality standards.
• Complaints & Investigations: oversee complaints from initial receipt through to final resolution and manage complex, high-risk and escalated complaints.
• Housing Ombudsman & Compliance: act as the organisation's lead contact with the Housing Ombudsman Service and ensure compliance with the Complaint Handling Code.
• Performance & Service Improvement: analyse complaint trends and customer feedback; champion service improvements and monitor outcomes.
• Customer Experience: ensure customers receive excellent, respectful and responsive service and promote accessibility and inclusivity in the complaints process.

Responsibilities

• Lead, coach and develop the Complaints Team and manage workloads, performance and quality standards.
• Oversee complaints from initial receipt through to final resolution and manage complex, high-risk and escalated complaints.
• Act as the organisation's lead contact with the Housing Ombudsman Service and ensure compliance with the Complaint Handling Code.
• Analyse complaint trends and customer feedback; produce insightful reports for senior leaders and drive service improvements.
• Ensure customers receive excellent, respectful and responsive service and manage customer contact in line with policy and budget.

Job description

Make a Difference. Drive Improvement. Put Customers First.

Are you an experienced complaints professional with a passion for delivering excellent customer service and driving organisational improvement? Do you have the leadership skills to manage a high-performing team and the confidence to influence change across a business?

We are looking for an outstanding Complaints Manager to lead our complaints service, ensuring customer concerns are handled fairly, efficiently and in line with the Housing Ombudsman Complaint Handling Code and regulatory requirements.

About the Role

Reporting to the Head of Customer & Communities, you will lead and manage the end-to-end complaints process, overseeing investigations, resolutions and service improvements across all areas of the organisation. You will manage a dedicated Complaints Team, act as the key contact for the Housing Ombudsman Service, and use complaint insight to identify trends, reduce recurring issues and drive continuous improvement. This role is central to delivering our Customer Voice Strategy and developing a culture of accountability, learning and customer focus throughout the organisation.

Key Responsibilities

Leadership & Team Management - Lead, coach and develop the Complaints Team and manage workloads, performance and quality standards. Foster a positive, collaborative and customer-focused culture whilst supporting colleagues across the organisation to improve complaint-handling practices.

Complaints & Investigations - Oversee complaints from initial receipt through to final resolution and manage complex, high-risk and escalated complaints. Ensure responses are professional, empathetic, accessible and customer focused across all areas.

Housing Ombudsman & Compliance - Act as the organisation's lead contact with the Housing Ombudsman Service. Ensure compliance with the Complaint Handling Code and consumer standards. Lead annual self‑assessments, reporting and regulatory submissions. Keep up to date with housing regulation and complaint-handling best practice.

Performance & Service Improvement - Analyse complaint trends and customer feedback. Produce insightful reports for senior leaders, Board members and customer groups. Champion service improvements and monitor outcomes. Support implementation of organisational improvement initiatives.

Customer Experience Ensure customers receive excellent, respectful and responsive service. Promote accessibility and inclusivity within the complaints process. Manage customer contact in line with the Unacceptable Behaviour Policy where appropriate. Oversee compensation decisions and monitor expenditure against budget.

We welcome applications from all sections of the community.