Remote Complaints & Service Improvement Partner

LEEDS FEDERATED HOUSING ASSOCIATION LIMITED; Leeds; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

30 days annual leave

Flexible leave options

Hybrid/remote working options

Health Shield

Job summary

Leeds Federated is seeking a Complaints Business Partner to join our Service Improvement team and lead Stage 2 complaints end-to-end. You’ll investigate, respond clearly and empathetically, keeping customers informed and driving learning across teams.

The role supports a flexible, hybrid working model, numerous learning opportunities and a strong commitment to customer voice and service improvement. Join a values-driven team focused on improving services for communities across Leeds and beyond,

Qualifications

• Experience responding to and investigating complaints, ideally in social housing or regulated sectors.
• Ability to maintain accurate records and handle administrative tasks to a high standard.
• Comfortable working with computerised systems and data.
• Proven ability to build positive relationships with customers, colleagues and contractors.

Responsibilities

• Manage Stage 2 complaints from start to finish, keeping the customer informed.
• Conduct thorough, evidence-based investigations and provide clear, empathetic responses.
• Collaborate with Heads of Service and contractors to gather information.
• Make fair decisions and take appropriate action to resolve complaints.
• Identify trends and share learning to improve services.
• Lead debriefs and ensure actions and learnings are followed up.
• Stay up to date with the Housing Ombudsman Complaint Handling Code.
• Provide day-to-day support to the complaints team and first-line management.

Skills

Complaint handling

Investigation

Relationship management

Record keeping

Time management

Flexible working

Tools

Housing management software

Job description

Leeds Federated is seeking a Complaints Business Partner to join our Service Improvement team and lead Stage 2 complaints end-to-end. You’ll investigate, respond clearly and empathetically, keeping customers informed and driving learning across teams.

The role supports a flexible, hybrid working model, numerous learning opportunities and a strong commitment to customer voice and service improvement. Join a values-driven team focused on improving services for communities across Leeds and beyond,