Interim Complaints Leader for Social Housing

Karter Thomas Limited; East Midlands; On-site; GBP 65,000 - 101,000; Full time

Benefits offered by this job

Rate negotiable

4 months duration

Job summary

Karter Thomas Limited is seeking an experienced Complaints Manager to join a housing association on an interim basis, leading the complaints service and driving improvements in customer experience, service delivery and regulatory compliance.

You will manage the complaints function from initial contact to resolution, oversee escalations and Housing Ombudsman cases, and work with stakeholders to embed learning and improve outcomes.

Qualifications

• Experience managing complaints in housing association or social housing.
• Strong knowledge of Housing Ombudsman Complaint Handling Code.
• Experience handling complex complaints and Ombudsman investigations.
• Proven leadership, coaching and performance management skills.
• Proactive approach to identifying service failures and driving learning.

Responsibilities

• Lead and manage the complaints function from initial contact to resolution.
• Oversee complex escalations, Stage 2 reviews and Ombudsman cases.
• Analyze complaint trends and drive service improvements.
• Liaise with Housing Ombudsman Service to ensure compliance.
• Coach and develop the complaints team and manage performance.

Skills

Housing complaints

Team leadership

Regulatory compliance

Investigation skills

Stakeholder management

Job description

Karter Thomas Limited is seeking an experienced Complaints Manager to join a housing association on an interim basis, leading the complaints service and driving improvements in customer experience, service delivery and regulatory compliance.

You will manage the complaints function from initial contact to resolution, oversee escalations and Housing Ombudsman cases, and work with stakeholders to embed learning and improve outcomes.