Customer Complaints & Disrepair Manager

Star Housing (Shropshire Towns & Rural Housing); Shrewsbury; On-site; GBP 45,000 - 60,000; Full time

Job summary

A dynamic housing organization is looking for a Customer Complaints & Disrepair Manager in Shrewsbury to lead their complaints and disrepair function. This role involves ensuring regulatory compliance, managing complaints, and driving service improvement. Ideal candidates will have senior-level customer service experience, knowledge of the legal or housing sector, and strong leadership skills.

Qualifications

• Experience in strategic thinking and service improvement.
• Expertise in regulatory compliance and complaint resolution.

Responsibilities

• Lead on Housing Ombudsman and Regulator compliance.
• Deliver training and service improvement plans.
• Address legal disrepair matters and official enquiries.
• Influence organization strategy and culture.

Skills

Senior-level customer service experience

Legal knowledge

Housing sector knowledge

Strong leadership skills

Analytical skills

Commitment to resident welfare

Job description

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Customer Complaints & Disrepair Manager, Shrewsbury

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Client:

Star Housing (Shropshire Towns & Rural Housing)

Location:

Shrewsbury, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

39b3d290dff0

Job Views:

8

Posted:

25.08.2025

Expiry Date:

09.10.2025

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Job Description:

Join STAR Housing as our Customer Complaints & Disrepair Manager

Are you a strategic thinker with a passion for customer care and service improvement? STAR Housing is looking for a dynamic and driven individual to lead our complaints and disrepair function.

As our Customer Complaints & Disrepair Manager, you'll be the go-to expert on regulatory compliance, complaint resolution, and disrepair strategy. You'll work across teams to ensure timely, empathetic, and effective responses-turning feedback into action and driving continuous improvement.

This is your chance to:

• Lead on Housing Ombudsman and Regulator of Social Housing compliance
• Shape and deliver high-impact training and service improvement plans
• Be the voice of STAR in legal disrepair matters and elected official enquiries
• Influence strategy, performance, and culture across the organisation

We're looking for someone with:

️ Senior-level customer service experience
️ Legal or housing sector knowledge
️ Strong leadership and analytical skills
️ A commitment to doing the right thing for our residents

Join us in creating quality homes and vibrant communities-where your expertise makes a real difference.

Apply now and be part of a team that listens, learns, and leads.