Remote Complaints Strategy Partner (Stage 2)

Leeds Federated Housing Association Limited; Ledston; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Generous holiday allowance

Flexible leave options

Agile and flexible working

Healthcare plan

Job summary

Leeds Federated Housing Association Limited is seeking a Complaints Business Partner to join our Service Improvement team and shape how we handle Stage 2 complaints, ensuring investigations are thorough and customers are well informed. You will work with colleagues, Heads of Service and contractors to gather information, identify learning, and drive service improvements across our housing services.

This fixed-term role runs to 31 March 2029, with opportunities to contribute to customer

Qualifications

• Experience responding to and investigating complaints, ideally in social housing or regulated industries.
• Stay calm and professional in challenging situations.
• High level of accuracy in administrative tasks and records.
• Confident using computerised systems and maintaining records.
• Build and maintain positive relationships with customers, colleagues and contractors.
• Manage time effectively, plan ahead and meet deadlines.
• Be flexible and responsive to change.
• Demonstrate our values and behaviours in how you work.

Responsibilities

• Manage Stage 2 complaints from start to finish, keeping the customer informed throughout.
• Conduct thorough investigations and provide clear, empathetic responses.
• Work with Heads of Service and contractors to gather information for resolution.
• Make fair decisions and take appropriate actions to resolve complaints.
• Identify common issues and trends to drive service improvements.
• Lead complaint debriefs and ensure actions and learning are followed up.
• Keep up to date with the Housing Ombudsman Complaint Handling Code and best practices.
• Support the day-to-day running of the complaints team and provide first-line management.

Skills

Complaint handling

Regulated industries

Time management

Relationship building

Adaptability

Digital literacy

Job description

Leeds Federated Housing Association Limited is seeking a Complaints Business Partner to join our Service Improvement team and shape how we handle Stage 2 complaints, ensuring investigations are thorough and customers are well informed. You will work with colleagues, Heads of Service and contractors to gather information, identify learning, and drive service improvements across our housing services.

This fixed-term role runs to 31 March 2029, with opportunities to contribute to customer