Senior Complaints Leader - Strategy & Customer Outcomes

Leisure (Operations); Northwich; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

27 days holiday

Healthcare cashback

Pension scheme

Life assurance

Study sponsorship

Our Place Rewards

24/7 remote GP access

Job summary

CIH International Housing Group is seeking an experienced Complaints Team Manager for our Northwich office. This full-time, office-based role runs 8am–6pm and leads the day-to-day complaints service with a focus on customer outcomes and continuous improvement.

You will develop a clear complaints strategy, oversee complex investigations, and collaborate with property management, finance, repairs, legal and supplier teams to drive sustainable improvements.

Qualifications

• Proven experience of leading a customer-facing complaints team in a performance-focused environment.
• Experience creating and delivering a complaints strategy with measurable objectives.
• Strong working knowledge of property management and complaints involving service charges, repairs, and leases.
• Experience managing complex investigations and producing clear, customer-focused outcomes.
• Experience developing or improving a complaints CRM with workflows and reporting.
• Strong analytical and stakeholder-management skills; Level 4 Housing Management or equivalent, or willingness to pursue.

Responsibilities

• Lead day-to-day complaints service, setting priorities and developing a high-performing team.
• Create and deliver the complaints strategy, with objectives, standards and improvement plans.
• Ensure investigations are thorough, fair and timely per regulatory codes and procedures.
• Oversee complex property-related complaints including service charges, major works, repairs and lease responsibilities.
• Complete QA reviews of investigations, evidence and written responses to improve accuracy.
• Develop use of the complaints CRM, automation and AI to strengthen workflows and reporting.
• Analyse complaint themes and root causes, driving sustainable improvements across the business.

Skills

Team leadership

Complaints management

Stakeholder management

Data analysis

Housing management knowledge

CRM experience

AI tools

Process improvement

Regulatory knowledge

Communication

Education

Level 4 Housing Management

Tools

CRM software

AI-enabled tools

Job description

CIH International Housing Group is seeking an experienced Complaints Team Manager for our Northwich office. This full-time, office-based role runs 8am–6pm and leads the day-to-day complaints service with a focus on customer outcomes and continuous improvement.

You will develop a clear complaints strategy, oversee complex investigations, and collaborate with property management, finance, repairs, legal and supplier teams to drive sustainable improvements.