Customer Complaints Manager

Location: East London (Barking)
Contract: Temporary (Initial 3-6 Month Contract)
Working Pattern: Hybrid - 2 days per week in the office, with the remainder worked remotely.
Rate: £250-£350 per day (DOE)
Start Date: ASAP

An established organisation operating within the housing and property sector is seeking an experienced Customer Complaints Manager to join their team on an interim basis. This is an excellent opportunity for a complaints professional with a strong housing background to lead customer complaint resolution, drive service improvements, and ensure compliance with regulatory and Ombudsman requirements.

Reporting into senior leadership, you will be responsible for managing the end-to-end complaints process, ensuring all complaints are handled fairly, consistently, and within required timescales.

You will lead investigations into complex and escalated complaints, identify root causes, provide insightful reporting, and work closely with internal stakeholders to improve customer outcomes and service delivery.

• Lead and oversee the organisation's complaints function.
• Manage Stage 1 and Stage 2 complaints through to resolution.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and internal policies.
• Investigate complex, sensitive, and high-profile customer complaints.
• Analyse complaint trends and identify opportunities for service improvement.
• Produce performance reports, management information, and recommendations.
• Work collaboratively with operational teams to implement corrective actions.
• Support and coach colleagues on complaint handling best practice.
• Maintain a customer-focused approach while balancing regulatory requirements.

We are particularly interested in hearing from candidates who have worked within a housing, social housing, local authority, housing association, developer, or wider property environment.

This role would suit someone currently working in, or with experience as:

• Customer Complaints Manager
• Complaints & Resolution Manager
• Housing Complaints Manager
• Resident Experience Manager
• Customer Experience Manager
• Complaints Team Leader
• Housing Ombudsman Specialist

• Proven experience managing customer complaints within a housing-related environment.
• Strong understanding of complaint investigation and resolution processes.
• Experience dealing with Housing Ombudsman cases and recommendations.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience working within a housing association, local authority housing department, property developer, ALMO, or similar organisation.
• Excellent communication, stakeholder management, and report-writing skills.
• Ability to manage multiple complex cases and drive positive customer outcomes.

If you have a strong background in housing complaints and a thorough understanding of Housing Ombudsman requirements, we'd be keen to hear from you.

Submit your CV today for immediate consideration.