Senior Complaints & Learning Lead – Housing

Pinnacle Group Limited; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Pinnacle Group is seeking a Complaints Manager for our Residential Management Services division. You will lead the Complaints Team to ensure fair, timely, empathetic and resolution-focused service across private rented, leasehold and management services.

You will champion a resident-first culture, use insights to reduce service failure and drive improvements, and act as the Ombudsman liaison with responsibility for learning and quality assurance in complaints.

Qualifications

• Significant experience leading complaints, service recovery or customer resolution in housing or related sectors.
• Strong knowledge of housing complaint handling codes and regulatory expectations.
• Experience preparing senior-level reports and regulatory submissions.

Responsibilities

• Lead and develop a high-performing complaints service for tenants and leaseholders.
• Provide expert advice on complaint handling across social and private housing.
• Ensure all complaints are acknowledged, investigated, and resolved within timescales and policy.
• Lead complex, high-risk and escalated complaints including safeguarding considerations.
• Oversee interactions with the Housing Ombudsman Service and implement determinations.
• Maintain compliance with relevant ombudsman and regulatory codes and standards.
• Use data and feedback to identify root causes and drive improvements.
• Provide performance reports and learning updates to executives and boards.
• Embed a culture of listening, learning and continuous improvement.
• Collaborate with service leads, contractors and clients to deliver remedies and actions.
• Develop and maintain complaints policies, templates and training materials.
• Lead, coach and develop the complaints team with clear objectives and development plans.
• Promote equality, diversity, inclusion and accessibility in complaint handling.
• Maintain case management systems for recording complaints.

Skills

Complaints leadership

Regulatory knowledge

People management

Data analytics

Stakeholder engagement

Education

Relevant professional qualification in housing management or regulatory compliance

Job description

Pinnacle Group is seeking a Complaints Manager for our Residential Management Services division. You will lead the Complaints Team to ensure fair, timely, empathetic and resolution-focused service across private rented, leasehold and management services.

You will champion a resident-first culture, use insights to reduce service failure and drive improvements, and act as the Ombudsman liaison with responsibility for learning and quality assurance in complaints.