Complaints Team Manager

The Hyde Group; City of Westminster; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Excellent pension scheme

Generous holiday allowance

Life assurance

Award-winning flexible benefits

Learning and career development

Hybrid working options

Job summary

The Hyde Group is seeking a Complaints Manager to lead the Customer Experience team and oversee a responsive, customer-focused complaints service in London. You will drive fair handling, timely resolution and continuous improvement while promoting wellbeing and development.

The role requires strong leadership, regulatory knowledge (Housing Ombudsman Code) and the ability to translate feedback into actionable service enhancements.

Qualifications

• Experience leading a team within complaints or customer service.
• Strong knowledge of complaint handling standards and regulatory requirements.
• Ability to manage complex and sensitive complaints with clear communication.

Responsibilities

• Lead, supervise and develop the complaints team, setting clear expectations and standards.
• Ensure complaints are acknowledged, investigated and resolved within agreed timescales.
• Manage complex or sensitive cases with clear communication and appropriate resolutions.
• Monitor performance, customer satisfaction and provide reports to senior leaders.
• Identify recurring issues and drive service improvements across Hyde.

Skills

Team leadership

Complaint handling

Regulatory compliance

Analytical skills

Stakeholder management

Job description

Complaints Manager

London Bridge, Park Street Office (2 days in office, 3 days remote working)

Up to £49,800

Hyde is looking for a Complaints Manager to lead our Customer Experience team and oversee the delivery of an effective, customer-focused complaints service. This is a fantastic opportunity to develop your leadership career in a supportive environment that champions employee wellbeing, continuous learning and long-term development.

As Complaints Manager at Hyde, you will ensure complaints are handled fairly, efficiently and in line with regulatory requirements. You will lead and develop the team, manage complex cases, monitor performance and use customer feedback to improve services. You will also work with teams across Hyde to prevent complaints from escalating and ensure lessons learned lead to meaningful change.

Key Duties

• Lead, support and develop the complaints team, setting clear expectations and maintaining consistently high standards.
• Ensure complaints are acknowledged, investigated and resolved within agreed timescales and in line with the Housing Ombudsman's Complaint Handling Code.
• Take ownership of complex or sensitive complaints, ensuring customers receive clear communication and appropriate resolutions.
• Monitor complaints performance, customer satisfaction and service standards, providing clear reports and insights to senior leaders.
• Identify recurring issues and work with teams across Hyde to improve services, reduce complaints and embed learning.

Why Join Hyde?

Hyde is part of the Hyde group, one of the UK's leading housing providers, managing and owning around 120,000 homes nationwide. We're committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Complaints Manager, we're seeking someone who can bring:

• Experience of leading and developing a team within complaints, customer service or a similar environment.
• Strong knowledge of complaint handling standards, regulatory requirements and the Housing Ombudsman's Complaint Handling Code.
• The ability to manage complex and sensitive complaints while communicating clearly and sensitively with customers.
• Strong analytical and problem-solving skills, with experience using data and feedback to improve services.
• Excellent stakeholder management and influencing skills, with the confidence to advise senior leaders and support organisational change.

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity and inclusion are central to life at Hyde. We're committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

As a Disability Confident Employer, we're committed to providing reasonable adjustments throughout the recruitment process and beyond.