Senior Complaints & Resident Experience Lead (Hybrid)

Niyaa People; East Staffordshire; Hybrid; GBP 44,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Pension contributions up to 10%

25 days' annual leave + bank holidays

Westfield Health cover

Employee Support Programme (EAP)

Salary up to £49,000

Job summary

Niyaa People is seeking a Complaints Manager in Burton upon Trent to lead a busy complaints team, oversee Stage 2 investigations and Housing Ombudsman referrals, and drive robust service improvements while ensuring residents feel heard and valued.

You will work with colleagues and senior managers to identify recurring issues, challenge service failures and deliver positive outcomes for residents in a hybrid work setting.

Qualifications

• Strong housing background with experience in social housing.
• Direct experience liaising with the Housing Ombudsman Service and handling escalated complaints.
• Proven track record of leading a robust, effective complaints team.
• Excellent knowledge of the Housing Ombudsman’s Complaint Handling Code and sector best practice.
• Excellent investigative, analytical and communication skills.

Responsibilities

• Lead and manage an effective Complaints Team with coaching and support.
• Oversee complex and escalated complaints, including Stage 2 investigations and Housing Ombudsman referrals.
• Ensure thorough investigations and timely resolutions in line with the Ombudsman code and regulatory requirements.
• Act as main contact for the Housing Ombudsman Service and coordinate inquiries and responses.
• Analyze trends, identify root causes, and drive service improvements across the organisation.
• Produce performance reports and promote accountability and customer satisfaction.

Job description

Niyaa People is seeking a Complaints Manager in Burton upon Trent to lead a busy complaints team, oversee Stage 2 investigations and Housing Ombudsman referrals, and drive robust service improvements while ensuring residents feel heard and valued.

You will work with colleagues and senior managers to identify recurring issues, challenge service failures and deliver positive outcomes for residents in a hybrid work setting.