Interim Complaints Manager

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

We are seeking an experienced Complaints Manager to join a housing association on an interim basis, leading its complaints service and driving improvements in customer experience, service delivery and regulatory compliance.

The Role

You will lead and manage the complaints function, overseeing cases from initial contact through to resolution, including complex escalations, Stage 2 reviews and Housing Ombudsman cases. You will manage and support the complaints team, ensuring complaints are handled fairly, sensitively and within required timescales.

Working closely with operational teams and senior stakeholders, you will analyse complaint trends, identify root causes and drive meaningful service improvements. You will also act as the key liaison with the Housing Ombudsman Service, ensuring compliance with the Complaint Handling Code and relevant consumer standards.

Duration: 4 Months

Rate: Negotiable

About You

• Proven experience managing complaints within a housing association or social housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and housing regulation.
• Experience handling complex complaints, escalations and Ombudsman investigations.
• Demonstrable team leadership, coaching and performance management skills.
• Strong investigation, report-writing and stakeholder management capabilities.
• A proactive approach to identifying service failures, improving outcomes and embedding a culture of learning and accountability.

This is an excellent opportunity for an experienced housing complaints professional to make an immediate impact, strengthen complaint handling performance and improve the resident experience.

You must have experience of managing complaints teams within the social housing sectorto be considered for this role