Complaints Manager: Lead Customer Experience & Improvement

Trent & Dove Housing; Burton upon Trent; On-site; GBP 42,000 - 58,000; Full time

Job summary

Trent & Dove Housing is seeking a Complaints Manager in Burton upon Trent. You will lead the end-to-end complaints process, guiding a dedicated team and ensuring investigations, resolutions and service improvements align with regulatory expectations.

You will act as the main liaison with the Housing Ombudsman Service, driving a culture of accountability, learning and customer focus across the organisation. The role reports to the Head of Customer & Communities and focuses on delivering excellent

Qualifications

• Proven leadership of a complaints or customer service team.
• Experience ensuring compliance with regulatory complaint-handling standards.
• Strong communication and report-writing skills for senior stakeholders.
• Ability to analyse trends from complaint data and drive improvements.
• Experience liaising with a regulatory body (e.g., Housing Ombudsman) or equivalent.

Responsibilities

• Lead and manage the end-to-end complaints process, ensuring timely, fair resolutions.
• Oversee investigations of complex/high-risk complaints and escalations.
• Act as main point of contact with Housing Ombudsman Service and maintain compliance with the Complaint Handling Code.
• Produce regular insights and reports for executives, board and customer groups.
• Champion service improvements and monitor outcomes against budget and targets.

Skills

Leadership

Complaints handling

Customer service

Reporting & analytics

Governance/compliance

Job description

Trent & Dove Housing is seeking a Complaints Manager in Burton upon Trent. You will lead the end-to-end complaints process, guiding a dedicated team and ensuring investigations, resolutions and service improvements align with regulatory expectations.

You will act as the main liaison with the Housing Ombudsman Service, driving a culture of accountability, learning and customer focus across the organisation. The role reports to the Head of Customer & Communities and focuses on delivering excellent