Senior Complaints & Compliance Manager

HI HUB; Cambridge; On-site; GBP 55,000 - 65,000; Full time

Job summary

Cambridge Housing Society (CHS Group) seeks a Corporate Complaints Manager to lead the approach to complaint handling from the head office in Vision Park, Cambridge. You will work with teams to deliver timely, compliant responses and foster a positive complaints culture.

You will monitor compliance with the Housing Ombudsman Complaint Handling Code, analyse trends, and drive improvements across processes and reporting. Apply by midnight Sunday 12th July 2026.

Qualifications

• Experience in complaints handling within housing or public sector.
• Knowledge of Housing Ombudsman Code and regulatory requirements.
• Strong data analysis and reporting skills.
• Ability to train and support customer-facing teams.

Responsibilities

• Lead on the overall approach to complaint handling and policy compliance.
• Collaborate with teams to ensure timely, high-quality responses to complaints.
• Monitor and promote improvements in complaints handling processes and customer experience.
• Liaise with the Housing Ombudsman and publish required reporting.

Skills

Regulatory compliance

Complaint handling

Data analysis

Stakeholder liaison

Training delivery

Job description

Cambridge Housing Society (CHS Group) seeks a Corporate Complaints Manager to lead the approach to complaint handling from the head office in Vision Park, Cambridge. You will work with teams to deliver timely, compliant responses and foster a positive complaints culture.

You will monitor compliance with the Housing Ombudsman Complaint Handling Code, analyse trends, and drive improvements across processes and reporting. Apply by midnight Sunday 12th July 2026.