Senior Complaints & Customer Experience Lead

Freebridge Community Housing; King's Lynn; On-site; GBP 37,000 - 51,000; Full time

Benefits offered by this job

Annual salary £44,000

Holiday allowance 25–30 days

Employee discounts

Generous maternity/paternity leave

Health & wellbeing support

Charitable leave

Pension scheme

Job summary

Freebridge Community Housing is seeking an experienced Complaints Manager to lead our two-stage complaints process and drive improvements across the organisation. You will resolve complex cases, coach a small team, and act as the operational contact for the Housing Ombudsman.

Join us to ensure customer voices are heard, deliver fair resolutions within code timescales, and embed best practice across services in a collaborative, values-driven environment.

Qualifications

• Experience at a senior level delivering an excellent customer complaints culture and processes.
• Autonomy and ability to influence senior stakeholders, including at Executive level.
• Working knowledge of the Housing Ombudsman’s Complaint Handling Code.
• Understanding of data quality and management information principles.
• Experience chairing multi-disciplinary or cross-departmental groups and holding owners to account.
• Experience leading and developing a high-performing team in a regulated environment.
• Strong analytical skills to identify trends and drive improvements.

Responsibilities

• Own end-to-end delivery of the two-stage complaints process with timescales.
• Lead the most complex or high-risk complaints, including Stage 2 escalations and high-profile cases.
• Identify and implement best practice in complaints handling and correspondence.
• Lead and develop a team of three Complaint Handlers and a Senior Complaint Handler.
• Coach frontline teams on first-time resolution and training needs.
• Act as operational contact for the Housing Ombudsman and manage information requests.
• Ensure all determinations and redress orders are actioned and evidenced.
• Chair Lessons Learned Group and drive root-cause analysis within the scope of the framework.

Skills

Customer service leadership

Stakeholder management

Analytical skills

Team leadership

Job description

Freebridge Community Housing is seeking an experienced Complaints Manager to lead our two-stage complaints process and drive improvements across the organisation. You will resolve complex cases, coach a small team, and act as the operational contact for the Housing Ombudsman.

Join us to ensure customer voices are heard, deliver fair resolutions within code timescales, and embed best practice across services in a collaborative, values-driven environment.