Complaints Lead

Complaints Resolutions Manager

Guildford

£400 per day (Inside IR35) 2 days per week | Interim until March 2027 (with potential extension)

We’re recruiting an experienced Complaints Resolutions Manager to lead the complaints function for a local authority in Guildford. This is an interim assignment running until March next year, with the possibility of extension.

The Role

You’ll take ownership of the complaints service, managing a team of Complaints Officers while also being hands‑on in the early stages. The service currently has a backlog, so you’ll be expected to personally handle and resolve cases until the team is stabilised and the workload is under control.

Once the backlog is cleared, your focus will shift to service improvement, coaching staff, strengthening processes, and ensuring high‑quality, timely responses.

Key Responsibilities

• Lead, support and develop a team of Complaints Officers

• Personally manage and resolve complaints while the backlog is reduced

• Oversee complex and high‑risk cases

• Drive improvements across the complaints function

• Ensure compliance with Ombudsman standards and internal policies

• Strengthen response quality, timeliness and resident experience

What We’re Looking For

• Strong background in local authority or social housing complaints

• Experience managing or leading a complaints team

• Confident handling complex, sensitive and escalated cases

• Someone comfortable being both strategic and hands‑on

If you’re a seasoned complaints professional who can steady a service, support a team and deliver meaningful improvements, I’d love to speak with you.