Complaints & Service Improvement 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

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.