Housing Complaints Manager

Supply Staff are recruiting on behalf of our client for an experienced Housing Complaints Manager to lead their Housing Complaints & Service Improvement function within a busy Local Authority in East London.

This is an excellent opportunity for an experienced Housing Complaints Manager with a strong background in housing complaints, service improvement and customer experience. You will lead the complaints service, ensuring compliance with the Housing Ombudsman's Complaint Handling Code while using complaint data, resident feedback and performance insight to drive continuous improvement across the housing service.

• Lead and manage the Housing Complaints & Service Improvement Team.

• Ensure complaints are managed in line with the Housing Ombudsman's Complaint Handling Code and regulatory requirements.

• Oversee complaint investigations, Stage 1 responses and Housing Ombudsman determinations.

• Analyse complaint trends, identify root causes and implement service improvements.

• Develop customer insight frameworks that improve resident experience and service delivery.

• Produce reports and performance data for senior management and key stakeholders.

• Build strong relationships across housing services to embed learning and improve customer outcomes.

• Lead, motivate and develop a high-performing team while promoting a resident-first culture.

• Previous experience as a Housing Complaints Manager or in a senior housing complaints role.

• Experience working within a Local Authority, Housing Association or social housing environment.

• Strong knowledge of the Housing Ombudsman's Complaint Handling Code.

• Experience delivering service improvement initiatives through complaints analysis and resident insight.

• Excellent leadership, communication and stakeholder management skills.

• Strong analytical skills with the ability to identify trends and implement lasting improvements.

• A degree or equivalent experience. A Level 4 Housing qualification is desirable, or a willingness to work towards one.

If you're an experienced Housing Complaints Manager looking to make a real impact within a progressive housing service, we'd love to hear from you. Apply today to be considered for this exciting opportunity in East London.