Senior Complaints Manager

Carrington West; London; On-site; GBP 45,000 - 55,000; Full time

Job summary

A high-performing local authority is seeking an experienced Senior Complaints Manager to oversee the handling of complaints within its Repairs and Investment services. The role involves leading complex investigations, supervising the Complaints Team, and ensuring compliance with corporate policies while maintaining high customer service standards.

Qualifications

• Strong experience in housing repairs or similar customer-focused environment.
• Demonstrable experience of managing complex investigations.
• Excellent written and verbal communication skills.

Responsibilities

• Ensure complaints are handled according to corporate policies.
• Lead on complex complaint investigations and advise senior staff.
• Supervise the Complaints Team in the absence of the Customer Experience Manager.

Skills

Complaint Handling

Communication

Analytical Skills

Team Management

Customer Focus

Job description

We are working with a busy and high-performing local authority to appoint an experienced Senior Complaints Manager. This critical role will support the effective and timely handling of complaints across the council's Repairs and Investment services, ensuring a high standard of customer service and statutory compliance.

You will provide expert advice and guidance to staff, supervisors, and senior management, ensuring complaints, Members' Enquiries, FOIs and other correspondence are resolved in accordance with corporate policy and deadlines. You will also play a central role in supporting and overseeing the investigation of complex complaints and deputising for the Customer Experience Manager when required.

The Role
·Ensure all complaints and enquiries are handled in accordance with corporate policies and performance targets.
·Support staff across the Repairs and Investment service with advice and guidance on complaint handling and resolution.
·Lead on complex complaint investigations, critically analysing evidence, legislation, policy and guidance to identify appropriate remedies.
·Work with the Customer Experience Manager to review complaint responses and ensure sensitive, appropriate communication with complainants and their representatives.
·Supervise the day-to-day operations of the Complaints Team in the absence of the Customer Experience Manager.
·Identify trends, risks, and service delivery issues arising from complaints and work with senior managers to implement service improvements.
·Liaise with multiple internal departments and external agencies to ensure complaints are resolved efficiently and effectively.

Key Requirements
·Strong experience in complaints handling within housing repairs or a similar customer-focused environment.
·Demonstrable experience of managing complex investigations and advising senior staff.
·Excellent written and verbal communication skills.
·Ability to analyse detailed information and apply legislation, policy, and procedure appropriately.
·Experience of supervising or supporting the management of a team.
·Ability to work independently and manage competing deadlines in a high-volume environment.
·A strong understanding of local government housing services, including the political and public context.

How to Apply
If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW.

If you do not hear from us within 48 hours of applying, your application has been unsuccessful.

Footnote
If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on 02393 876065.
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.