Senior Complaints Leader – Housing & Learning

Pinnacle Group; Greater London; Hybrid; GBP 65,000 - 82,000; Full time

Benefits offered by this job

Maternity/paternity packages

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Additional Annual Leave

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Retail Discounts

Childcare Assistance

Season Ticket Loans

Sick Pay Schemes

Personal Development Plans

Electric Vehicle Scheme

Company Bonus

Job summary

Pinnacle Group is seeking a Complaints Manager for its Residential Management Services division. The role leads the Complaints Team, ensuring fair, timely, empathetic, and resolution-focused services across social/private housing while complying with Housing Ombudsman and other standards.

The postholder will champion a resident-first culture, use insights for service improvement and act as Ombudsman liaison. Hybrid role with travel to Chancery Lane, London.

Qualifications

• Significant experience leading complaints in housing or related sectors.
• Strong knowledge of housing complaints and regulatory expectations.
• Experience handling complex cases involving vulnerable residents.
• Proven ability to lead teams and drive continuous improvement.

Responsibilities

• Lead and develop a high-performing complaints service with resident-focused outcomes.
• Provide expert advice on complaint handling across housing functions.
• Ensure all complaints are acknowledged, investigated, and resolved within timescales.
• Act as the organisational lead for complex, high-risk, escalated complaints.
• Oversee interactions with the Housing Ombudsman Service and implement determinations.
• Maintain compliance with relevant codes and standards.
• Use data and feedback to identify root causes and drive improvements.
• Provide regular performance reports and learning updates to leaders.

Skills

Complaints leadership

Customer resolution

Regulatory compliance

Data reporting

Stakeholder management

Education

Professional housing management qualification

Tools

Case management systems

Job description

Pinnacle Group is seeking a Complaints Manager for its Residential Management Services division. The role leads the Complaints Team, ensuring fair, timely, empathetic, and resolution-focused services across social/private housing while complying with Housing Ombudsman and other standards.

The postholder will champion a resident-first culture, use insights for service improvement and act as Ombudsman liaison. Hybrid role with travel to Chancery Lane, London.