Complaints Manager

TN United Kingdom; Stockport; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading organization in Stockport is seeking a passionate Complaints Manager to enhance customer satisfaction and drive continuous improvement. You will lead a team, ensuring effective complaint handling and promoting a positive culture across the organization. This role offers the opportunity to make a significant impact on service delivery and customer experience.

Qualifications

• Experience in a customer service or complaints role within social housing.
• Strong knowledge of the Housing Ombudsman’s Complaint Handling Code.

Responsibilities

• Leading and developing a high-performing team of Customer Feedback Officers.
• Ensuring timely, accurate, and empathetic complaint handling.
• Using customer feedback data to inform service improvements.

Skills

Customer Service

Communication

Analytical Skills

Job description

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Permanent, Full Time (37 hours per week)

Complaints Manager

Are you passionate about delivering excellent customer service and driving service improvements? Do you have a talent for leading teams and handling complex complaints with empathy and professionalism? If so, we want to hear from you!

Stockport Homes Group is looking for a dynamic and experienced Complaints Manager to lead our Customer Feedback Team. In this pivotal role, you will ensure that complaints are handled effectively, empathetically, and in line with regulatory standards—enhancing customer satisfaction and driving continuous improvement across our services.

What You’ll Be Doing:

• Leading and developing a high-performing team of Customer Feedback Officers.
• Ensuring timely, accurate, and empathetic complaint handling.
• Acting as the key liaison with the Housing Ombudsman and other external stakeholders.
• Using customer feedback data to inform service improvements and policy changes.
• Promoting a positive complaint-handling culture across the organisation.
• Providing training and quality assurance to ensure high standards in all responses.

What We’re Looking For:

• Experience in a customer service or complaints role within social housing.
• Strong knowledge of the Housing Ombudsman’s Complaint Handling Code.
• Proven ability to coach and motivate teams to achieve excellence.
• Excellent communication skills and a commitment to customer satisfaction.
• Strong analytical skills to interpret feedback data and drive improvements.

Stockport Homes is a great place to work, and we pride ourselves on building strong collaborative relationships locally, regionally, and nationally. We are passionate about not only providing housing and building new homes in Stockport but also helping to transform the lives of our customers. We aim to provide comfortable and affordable homes and engage customers and communities.

The SHG “Be You” approach reflects our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We are committed to improving diversity within our teams to enhance this culture and to be truly representative of the communities we serve.

We understand that if you don't meet every requirement, you may be hesitant to apply, but we still want to hear from you. Please submit an application detailing your experiences, achievements, and the value you can bring to our team.

This role will be on Stockport Homes Limited terms and conditions.

If you require any reasonable adjustments to complete your application, please contact the People & OD Team.

Please note that we do not accept applications through third-party websites. To ensure your application is reviewed, please apply directly through our careers page.

Join us and be part of a values-driven organisation that puts people at the heart of everything we do.

Apply today and help shape the future of customer service at Stockport Homes!

We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.