Complaints Manager (3 x positions)

Cross Keys Homes; Cambridgeshire and Peterborough; Hybrid; GBP 47,000 - 50,000; Full time

Job summary

Cross Keys Homes is looking for 3 Complaints Managers to join a new team focused on resolving resident issues effectively. The role offers a competitive salary alongside a car allowance and is designed for experienced housing professionals seeking to make a difference through empathy and responsiveness.

Qualifications

• Must possess a clean driving licence and suitably insured vehicle.
• Commutable within 1 hour of Peterborough.

Responsibilities

• Provide a responsive complaint resolution service to residents.
• Conduct supportive investigations into all complaints.
• Develop insights to improve resident feedback processing.

Skills

Empathy

Communication

Problem Solving

Education

Experience in housing services

Job description

Complaints Manager (3 x Positions)

Location: Peterborough / Remote

Salary: £47,500 (during probation), rising to £50,000 plus car allowance

Employment Type: Full Time - 37 hours, Monday to Friday

This is a remote working role with the requirement to visit tenants and head office as necessary. You MUST be commutable within 1 hour of Peterborough, possess a clean driving licence, and have suitably insured vehicle.

Role Details

CKH is pleased to announce the formation of a new team dedicated to investigating and improving our services when residents express dissatisfaction. As we continue to listen and respond to residents' needs, we aim to resolve issues quickly and fairly. This team will focus on this essential aspect of our operational service to ensure consistency and fairness.

We are seeking 3 experienced housing professionals to deliver this service, with the overall purpose of:

• Providing a professional, responsive, and empathetic complaint resolution service to residents.
• Delivering a customer-centered approach to handling feedback and complaints.
• Having autonomy and discretion to resolve resident concerns effectively.
• Conducting thorough and supportive investigations into all feedback and complaints.
• Ensuring all investigations comply with relevant policies and procedures.
• Developing performance insights and understanding the root causes of resident feedback to identify areas for improvement.

Please review the full Job Description for detailed information on the role, including essential and desirable criteria.

If you believe you are suitable and wish to join this new team, apply today. Note that we may close the application process early if we find a suitable candidate before the deadline, so early applications are encouraged.

Successful applicants will be subject to DBS checks.