Complaints Manager

East End Homes Ltd.; Greater London; On-site; GBP 44,000 - 50,000; Full time

Benefits offered by this job

Competitive salary £44,408–£49,972

Learning & development opportunities

Supportive, values-driven team culture

Job summary

East End Homes is seeking a compassionate Complaints Manager to lead our resolution team. You will oversee the Complaints Policy, supervise two Complaints Officers, and champion a culture of listening to residents and improving our services.

You will work to align with the Housing Ombudsman’s Code, use data to track trends, and leverage new IT systems to streamline the customer journey, especially during a period of high case volumes.

Qualifications

• Management qualification (e.g., ILM Level 5) and track record of inspiring teams to deliver high-quality service.
• Strong understanding of the Housing Ombudsman’s Complaints Handling Code and how to apply it practically.
• Data-driven approach using statistics and feedback to identify trends and drive improvements.
• Excellent negotiation and conflict resolution skills to support distressed residents.
• Comfortable with CRM systems and Office 365, managing multiple tasks under pressure.

Responsibilities

• Lead a team of two Complaints Officers and oversee the implementation of the Complaints Policy.
• Ensure alignment with the Housing Ombudsman’s Code and drive service improvements.
• Own complex cases and improve the customer journey through data and smarter tech.
• Support IT system enhancements to ease resident and staff workflows.

Skills

Leadership

Regulatory savvy

Data-driven

Calm communicator

Organised & tech-literate

Education

ILM Level 5 or equivalent

Tools

CRM systems

Office 365

Job description

About East End Homes

We are a community-focused housing provider dedicated to providing local services that truly meet the needs and aspirations of our residents. Our work is guided by four simple values: we are listening, we are trusted, we are caring, and we are always improving. We promise a supportive and friendly environment where you can make a tangible impact, backed by a culture that values kindness, professional accountability, and personal growth.

About East End Homes

We are a community-focused housing provider dedicated to providing local services that truly meet the needs and aspirations of our residents. Our work is guided by four simple values: we are listening, we are trusted, we are caring, and we are always improving. We promise a supportive and friendly environment where you can make a tangible impact, backed by a culture that values kindness, professional accountability, and personal growth.

The Role

We are looking for a compassionate and dedicated Complaints Manager to lead our resolution team. You will be our subject matter expert, championing a culture where complaints aren't just 'tasks' to be finished, but opportunities for us to listen and get better at what we do. Leading a team of two Complaints Officers, you will oversee the implementation of our Complaints Policy, ensuring we stay aligned with the Housing Ombudsman's Code. You will take ownership of complex cases, look for ways to improve our customer journey through smarter tech, and use data to tell us the story of where we need to improve. It's a busy time for us—we are currently working through a high volume of cases related to service delays—so you'll play a vital role in restoring resident confidence and embedding our new IT systems to make life easier for everyone.

The Person

• A Supportive Leader: You have a management qualification (like ILM Level 5) and a track record of inspiring teams to deliver high-quality service, even when things are busy.
• Regulatory Savvy: You have a strong understanding of the Housing Ombudsman's Complaints Handling Code and know how to apply it practically.
• Data-Driven: You are confident using statistics and feedback to identify trends, and you aren't afraid to challenge heads of service or directors to drive real improvements.
• A Calm Communicator: You possess excellent negotiation and conflict resolution skills, with the ability to support residents who may be in distress.
• Organised & Tech-Literate: You are comfortable with CRM systems and Office 365, with the ability to manage a varied workload under pressure.

The Benefits

• Compensation & Benefits: We offer a competitive salary between £44,408 and £49,972, alongside a generous benefits package and financial incentives that recognise your hard work.
• Professional & Personal Development: We believe in growing our own. You'll have access to a wide range of learning opportunities, mentoring, and support for your continuing education.
• Working Culture & Environment: You'll join a supportive and dedicated team based at our Resolution Plaza head office, with a culture that balances professional accountability with kindness and respect.
• Reputation & Brand: We are proud of our local, community-based roots and our reputation for being an employer that values the voices of both our residents and our staff.
• Job Content & Autonomy: This role offers significant influence; you will have the autonomy to shape how we handle complaints and the creative freedom to suggest improvements to the customer journey.