Interim Housing Complaints Lead: Drive Service & Compliance

Karter Thomas Ltd; Hemington; Sur place; GBP 45 000 - 65 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complaints management

Housing Ombudsman knowledge

Team leadership

Stakeholder management

Investigation and reporting

Regulatory compliance

Description du poste

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.