Corporate Complaints Manager – CHS Group

HI HUB; Cambridge; On-site; GBP 55,000 - 65,000; Full time

Job summary

Cambridge Housing Society (CHS Group) seeks a Corporate Complaints Manager to lead the approach to complaint handling from the head office in Vision Park, Cambridge. You will work with teams to deliver timely, compliant responses and foster a positive complaints culture.

You will monitor compliance with the Housing Ombudsman Complaint Handling Code, analyse trends, and drive improvements across processes and reporting. Apply by midnight Sunday 12th July 2026.

Qualifications

• Experience in complaints handling within housing or public sector.
• Knowledge of Housing Ombudsman Code and regulatory requirements.
• Strong data analysis and reporting skills.
• Ability to train and support customer-facing teams.

Responsibilities

• Lead on the overall approach to complaint handling and policy compliance.
• Collaborate with teams to ensure timely, high-quality responses to complaints.
• Monitor and promote improvements in complaints handling processes and customer experience.
• Liaise with the Housing Ombudsman and publish required reporting.

Skills

Regulatory compliance

Complaint handling

Data analysis

Stakeholder liaison

Training delivery

Job description

Corporate Complaints Manager - CHS Group

Cambridge Housing Society (CHS Group), a charitable housing association and social enterprise, are recruiting for this role based at their head office on the Vision Park.

Corporate Complaints Manager to lead on the overall approach to complaint handling, working with teams to support their complaint responses and help ensure they remain fully compliant with regulatory requirements, including the Housing Ombudsman Complaint Handling Code. Monitor and where necessary promote improvements in compliance against complaints and compensation policies, ensuring timely and high-quality responses. Support customer facing teams to maintain a positive complaint handling culture and service through training, sharing data and good practice . Lead on liaison with the Housing Ombudsman, ensuring all enquiries are responded to and that CHS learns from cases. Analyse complaint data and identify trends, root causes, and opportunities for improvement. Support continuous improvement across the complaints process and customer experience. Prepare internal and external reporting and self-assessments and ensure they are published on time. Apply by midnight Sunday 12th July 2026