Complaints Team Leader

Complaints Team Leader
South London | Hybrid Working

An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London.

This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation.

Key responsibilities include:

• Managing and developing a team of Complaints Officers
• Overseeing complex and escalated Stage 2 complaints
• Leading engagement with the Housing Ombudsman
• Monitoring team performance, KPIs, and complaint handling quality
• Driving lessons learned and continuous service improvement
• Supporting operational teams to resolve complaints effectively and improve customer outcomes

The successful candidate will have:

• Previous experience leading within a housing complaints environment
• Strong knowledge of complaint handling and regulatory standards
• Excellent communication, investigation, and stakeholder management skills
• Experience managing high-volume caseloads and improving team performance
• A proactive, resilient, and customer-focused approach

This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents.

Immediate start is available, To be considered for a virtual interview as early as next week, Please apply now, or reach out directly to Colby Robinson for further information.