Interim Complaints Manager

Karter Thomas Ltd; Hemington; On-site; GBP 45,000 - 65,000; Full time

Job summary

Karter Thomas Ltd is seeking an experienced Complaints Manager to lead the complaints service within a housing association on an interim basis. You will oversee cases from initial contact through to resolution, including complex escalations and Housing Ombudsman involvement.

Working closely with operational teams and senior stakeholders, you will analyse complaint trends, drive service improvements and ensure compliance with the Housing Ombudsman Complaint Handling Code and consumer standards.

Qualifications

• Proven experience managing complaints within a housing association or social housing context.
• 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.
• Proactive approach to identifying service failures and improving outcomes.

Responsibilities

• Lead and manage the complaints function from initial contact through to resolution.
• Oversee complex escalations, Stage 2 reviews and Housing Ombudsman cases.
• Analyse complaint trends and drive meaningful service improvements.
• Liaise with Housing Ombudsman Service to ensure compliance with the Complaint Handling Code.
• Support and develop the complaints team; ensure timely handling.
• Embed a culture of learning and accountability.

Skills

Complaints management

Housing Ombudsman knowledge

Team leadership

Stakeholder management

Investigation and reporting

Regulatory compliance

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.

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 sector to be considered for this role.