Property Complaints & Compliance Lead (Hybrid)

Lloyds Banking Group; Manchester; Hybrid; GBP 41,000 - 45,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discounts

28 days holiday

Wellbeing initiatives

Job summary

Lloyds Living, part of Lloyds Banking Group, is seeking a Complaints Manager in Manchester to lead end-to-end processes for housing-related complaints. You will protect the organisation’s reputation, drive service improvements, and ensure regulatory alignment within property management operations.

You will work with Property Management, Customer Operations and Legal to deliver fair outcomes, coach colleagues and report on complaint performance across the business.

Qualifications

• Proven experience managing complaints within housing/real estate or regulated customer environments.
• Strong understanding of Housing Ombudsman’s Complaint Handling Code.
• Excellent written and verbal communication with balanced responses.
• Ability to manage sensitive situations with professionalism and empathy.
• Strong organisational skills with ability to manage multiple cases and deadlines.

Responsibilities

• Own and manage end-to-end complaints process from receipt to resolution and learning outcomes.
• Ensure complaints are acknowledged, investigated, and resolved within timescales and standards.
• Draft clear, fair complaint responses and escalate where needed.
• Collaborate with senior leadership and external bodies like the Housing Ombudsman to ensure fair outcomes.

Skills

Complaint handling

Regulatory compliance

Stakeholder engagement

Written communication

Job description

Lloyds Living, part of Lloyds Banking Group, is seeking a Complaints Manager in Manchester to lead end-to-end processes for housing-related complaints. You will protect the organisation’s reputation, drive service improvements, and ensure regulatory alignment within property management operations.

You will work with Property Management, Customer Operations and Legal to deliver fair outcomes, coach colleagues and report on complaint performance across the business.