Complaints Manager

TN United Kingdom; London; Hybrid; GBP 50,000; Full time

Job summary

An established industry player is seeking a Complaints Lead to champion customer service excellence. In this pivotal role, you will manage a dedicated team, ensuring effective complaint resolution and fostering a culture of performance and coaching. Your expertise in complaint handling and customer service will be vital in driving service improvements and enhancing customer satisfaction. Join a dynamic organization that values diversity and invests in your personal development, offering flexible working options and a range of benefits to support your career growth.

Benefits

Flexible working options

Investment in learning and development

Wide range of benefits

Qualifications

• Proven track record in customer service and complaint handling.
• Ability to drive performance through excellent coaching skills.

Responsibilities

• Lead a team of complaints professionals to ensure high-quality service.
• Maximize team productivity and customer satisfaction through innovative approaches.

Skills

Knowledge of the Housing Ombudsman’s complaint handling code

Customer first ethos

Excellent coaching skills

Experience of complaint handling

Identifying service improvements

Liaising with senior colleagues

Managing and developing a team

High quality customer service

Strong organizational skills

Resilience and tenacity

Job description

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Job Title: Complaints Lead
Contract Type: Permanent
Salary: £49,293 Per Annum
Working Hours: 35 hours per week
Working Pattern: Monday - Friday
Location: London / Hybrid

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside, we recruit based on potential, not just skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Complaints Lead

The Complaints Lead (CL) will be accountable for a team of complaints professionals, ensuring they meet all objectives and performance measures, and providing complaint resolution services to customers with empathy. Ideally, this role supports the Complaints Operations Manager in championing the customer, embedding a coaching and performance culture, and maximizing team productivity, quality of service, and customer satisfaction through innovative approaches.

About you

We are looking for someone with:

• Knowledge of the Housing Ombudsman’s complaint handling code.
• A customer-first ethos with the ability to quickly understand and meet customer needs.
• Excellent coaching skills to drive performance.
• Experience in complaint handling.
• Knowledge of identifying service improvements from feedback, service failures, and complaints.
• Experience liaising with senior colleagues across levels.
• Experience managing and developing a new team.
• Provision of high-quality, business-focused customer service.

Why Riverside?

At Riverside, we’re a housing association with a difference—enhancing the everyday for all our customers. For 90 years, we’ve revitalized neighborhoods and supported communities by providing homes for fulfilling lives.

Our portfolio includes over 75,000 affordable homes across the UK, ranging from homelessness services to social care, employment support, and retirement living. We seek the best people to help us achieve our mission.

Working with us, you’ll enjoy:

• Flexible working options
• Investment in learning, personal development, and technology
• A wide range of benefits

Diversity and Inclusion

We value diversity and foster a respectful, empowering workplace. Our commitment to inclusivity drives our success and enriches lives.

This role is part of our Ethnic Diversity guaranteed interview scheme. Ethnically diverse candidates meeting minimum criteria are guaranteed an interview.

Applications may close early, so please apply promptly.

Role Profile

• Accountable for a team of 8-10 complaints professionals, ensuring objectives and performance measures are met, and complaints are resolved empathetically.
• Support the Complaints Operations Manager in championing the customer and fostering a coaching and performance culture.
• Maximize team productivity, service quality, and customer satisfaction through innovation.
• Lead and develop the team to promote autonomy and problem-solving within set milestones.
• Ensure team performance aligns with standards, standards, and legal/regulatory obligations.
• Collaborate with other departments to share learnings and implement service improvements based on customer feedback.
• Lead local continuous improvement activities.
• Work with the wider complaints leadership team to maintain an engaged workforce.
• Maintain knowledge of Riverside policies to support complex enquiries and escalate issues as needed.
• Manage operational performance, allocate casework, and monitor completion in line with targets.

Person Specification: Knowledge, Skills, and Experience

• Knowledge of the Housing Ombudsman’s complaint handling code.
• Customer-first approach with quick needs elicitation and delivery.
• Coaching skills to drive performance.
• Experience in complaint handling and service improvement.
• Ability to liaise with senior colleagues.
• Experience managing and developing teams.
• Proven customer service track record.
• Outcome-oriented, proactive, and solution-focused.
• Strong organizational skills and resilience.
• Team player with flexibility to meet business needs.