Senior Complaints & Service Improvement Lead

Freebridge Community Housing; King's Lynn; On-site; GBP 37,000 - 51,000; Full time

Benefits offered by this job

Salary £44,000

25 days holiday

Employee discounts

Leave policies

Health & wellbeing

Charitable leave

Gym membership

Pension scheme

Job summary

Freebridge Community Housing in King's Lynn is seeking an experienced Complaints Manager to lead our two-stage complaints process and drive customer-focused service improvements across the organisation. You will chair the Lessons Learned Group, manage a small team of complaint handlers, and act as the operational lead for complaint handling, ensuring timely, fair outcomes and robust reporting.

If you are passionate about customer experience, regulatory compliance, and turning feedback into

Qualifications

• Senior level experience shaping a compla ints culture and processes.
• Ability to influence senior stakeholders including at Exec level.
• Knowledge of the Housing Ombudsman's Complaint Handling Code.
• Understanding of data quality and management information principles.
• Experience chairing multi-disciplinary groups and owning delivery.
• Proven ability to lead and develop high-performing teams.
• Strong analytical skills to interpret data and drive improvements.

Responsibilities

• Own end-to-end delivery of two-stage complaints process and timely resolutions.
• Lead complex, high-profile or high-risk complaints including Stage 2 escalations.
• Identify and implement best practice in complaints handling and correspondence.
• Lead and develop a team of three Complaint Handlers and a Senior Complaint Handler.
• Coach frontline teams on first-time resolution and training needs.
• Act as operational contact for Housing Ombudsman and manage day-to-day casework.
• Ensure redress orders and Housing Ombudsman determinations are actioned and evidenced.
• Chair Lessons Learned Group and conduct root-cause analysis.
• Maintain high quality complaints recording and MI for reporting.
• Undertake broader root cause analysis to drive improvements.
• Support annual complaints performance and service improvement reporting.
• Monitor trends, systemic issues and organisational risk; drive improvements.
• Manage complaint-related compensation and redress within delegated authority.
• Provide expert advice on best practice across the organisation.

Skills

Senior leadership

Autonomy

Stakeholder engagement

Housing Ombudsman knowledge

Data quality & MI

Team leadership

Analytical skills

Job description

Freebridge Community Housing in King's Lynn is seeking an experienced Complaints Manager to lead our two-stage complaints process and drive customer-focused service improvements across the organisation. You will chair the Lessons Learned Group, manage a small team of complaint handlers, and act as the operational lead for complaint handling, ensuring timely, fair outcomes and robust reporting.

If you are passionate about customer experience, regulatory compliance, and turning feedback into