Complaints Manager - Housing Association

Niyaa People; Burton upon Trent; Ibrido; GBP 44.000 - 54.000; Tempo pieno

Vantaggi offerti da questo lavoro

Westfield Health cover

Matched pension up to 10%

25 days’ annual leave + bank holidays

Holiday purchase scheme

Employee Assistance Programme (EAP)

Descrizione del lavoro

Niyaa People is seeking a Complaints Manager in Burton upon Trent to lead a busy complaints team and drive service improvements across the housing association.

You will oversee Stage 2 investigations, liaise with the Housing Ombudsman Service, and play a key role in improving resident satisfaction through robust processes and accountable leadership.

Competenze

• Strong housing background with experience in resolving complex complaints.
• Direct experience liaising with Housing Ombudsman Service.
• Proven track record leading a complaints team.
• Knowledge of Housing Ombudsman’s Complaint Handling Code.
• Excellent investigative, analytical and problem-solving skills.
• Strong written and verbal communication; able to manage difficult conversations.

Mansioni

• Leading and managing an effective Complaints Team, providing coaching, guidance and support to maintain high standards of performance.
• Overseeing complex and escalated complaints, including Stage 2 investigations and cases referred to the Housing Ombudsman Service.
• Ensuring complaints are investigated thoroughly and resolved within required timescales, in line with the Housing Ombudsman’s Complaint Handling Code and relevant regulatory requirements.
• Acting as the key point of contact for the Housing Ombudsman Service, coordinating enquiries, investigations and responses.
• Analysing complaint trends, identifying root causes and ensuring lessons learned translate into tangible service improvements.
• Working collaboratively with operational teams and senior managers, confidently challenging service failures and driving better outcomes for residents.
• Producing performance reports, monitoring customer satisfaction and promoting a culture of accountability, transparency and continuous improvement.

Conoscenze

Leadership

Stakeholder engagement

Analytical thinking

Communication skills

Regulatory knowledge

Descrizione del lavoro

Join a well‑established housing association in a rewarding leadership role where you can make a real difference to residents' experiences and drive meaningful service improvements. This Complaints Manager opportunity is ideal for an experienced housing professional looking to lead a busy, growing team, improve complaint handling standards and ensure residents feel heard, supported and valued.

You’ll oversee the investigation and resolution of complaints across the organisation, taking ownership of complex and escalated cases, including Stage 2 complaints and Housing Ombudsman investigations. As Complaints Manager, you’ll work closely with colleagues and senior managers to identify recurring issues, challenge service failures and drive continuous improvement.

We’re looking for someone with a strong housing background, direct experience liaising with the Housing Ombudsman Service and a proven track record of leading a robust, effective team. This Complaints Manager role offers an excellent opportunity to influence service delivery, improve resident satisfaction and embed a strong culture of accountability and learning.

As a Complaints Manager, you will be:

• Leading and managing an effective Complaints Team, providing coaching, guidance and support to maintain high standards of performance.
• Overseeing complex and escalated complaints, including Stage 2 investigations and cases referred to the Housing Ombudsman Service.
• Ensuring complaints are investigated thoroughly and resolved within required timescales, in line with the Housing Ombudsman’s Complaint Handling Code and relevant regulatory requirements.
• Acting as the key point of contact for the Housing Ombudsman Service, coordinating enquiries, investigations and responses.
• Analysing complaint trends, identifying root causes and ensuring lessons learned translate into tangible service improvements.
• Working collaboratively with operational teams and senior managers, confidently challenging service failures and driving better outcomes for residents.
• Producing performance reports, monitoring customer satisfaction and promoting a culture of accountability, transparency and continuous improvement.

I’d love to speak to anyone who has:

• A strong background in social housing, with proven experience managing and resolving complex housing‑related complaints.
• Direct experience working with the Housing Ombudsman Service, including escalated cases, investigations and regulatory requirements.
• A proven track record of leading, managing and developing a robust, effective complaints team.
• Excellent knowledge of the Housing Ombudsman’s Complaint Handling Code and housing sector best practice.
• Strong investigative, analytical and problem‑solving skills, with the ability to identify complaint trends and drive service improvements.
• Excellent written and verbal communication skills, including drafting and reviewing detailed, sensitive complaint responses.
• The confidence to manage difficult conversations with residents and colleagues and professionally challenge senior stakeholders.

The role is offering the following benefits:

• Permanent opportunity within a well‑established housing association.
• 37 hours per week, with flexible start and finish times.
• Hybrid working, with a minimum of one to two days per week in the office.
• Salary of up to £49,000 per annum, depending on experience.
• Matched pension contributions of up to 10%.
• 25 days’ annual leave plus bank holidays, increasing by one day each year after two years of service, up to a maximum of 30 days.
• Westfield Health cover.
• Holiday purchase scheme and Employee Assistance Programme (EAP).
• The opportunity to lead a growing team and make a tangible difference to resident satisfaction and service quality.

This Complaints Manager position offers a salary of up to £49,000 per annum.

Travel & Location

This role is based in Burton upon Trent, with hybrid working arrangements and an expectation to attend the office at least one to two days per week. Additional office attendance may be required during the initial period or in line with business needs. Candidates should be comfortable commuting to Burton upon Trent and attending the office as required.