Complaints Team Manager: Strategy, Insight & Impact

Places for People; Northwich; Remote; GBP 40,000 - 60,000; Full time

Benefits offered by this job

27 days holiday plus bank holidays

Healthcare cashback plan

Pension with matched contributions

Job summary

Residential Management Group (RMG) is seeking an experienced Complaints Team Manager to lead the delivery of a high-quality complaints service for customers and residents across a diverse property portfolio.

You’ll shape and deliver our complaints strategy, ensuring investigations are thorough and outcomes fair, while aligning with regulatory requirements. You’ll also drive improvements using CRM, automation and AI to enhance workflows and quality assurance.

Qualifications

• Proven experience leading a complaints or resolution team in a performance-driven environment.
• Experience creating and delivering a complaints strategy with governance and measurable objectives.
• Strong knowledge of property management and lease-related complaints.

Responsibilities

• Lead day-to-day complaints service and develop an accountable, customer-focused team.
• Create and implement the complaints strategy with objectives and service standards.
• Ensure investigations are thorough, fair and timely under regulations and codes.
• Oversee complex property-related complaints involving service charges, repairs, and leases.
• Develop use of CRM, automation and AI to improve workflows and reporting.

Skills

Leadership

Complaints management

Stakeholder management

Regulatory knowledge

CRM systems

AI tools

Education

Level 4 Housing Management qualification

Tools

CRM

Automation

Job description

Residential Management Group (RMG) is seeking an experienced Complaints Team Manager to lead the delivery of a high-quality complaints service for customers and residents across a diverse property portfolio.

You’ll shape and deliver our complaints strategy, ensuring investigations are thorough and outcomes fair, while aligning with regulatory requirements. You’ll also drive improvements using CRM, automation and AI to enhance workflows and quality assurance.