Interim Complaints Manager in Castle Donington, Leicestershire

We are seeking an experienced Complaints Manager to join a housing association on an interim basis, leading its complaints service and driving improvements in customer experience, service delivery and regulatory compliance.

The Role

You will lead and manage the complaints function, overseeing cases from initial contact through to resolution, including complex escalations, Stage 2 reviews and Housing Ombudsman cases. You will manage and support the complaints team, ensuring complaints are handled fairly, sensitively and within required timescales.

Working closely with operational teams and senior stakeholders, you will analyse complaint trends, identify root causes and drive meaningful service improvements. You will also act as the key liaison with the Housing Ombudsman Service, ensuring compliance with the Complaint Handling Code and relevant consumer standards.

About You

• Proven experience managing complaints within a housing association or social housing environment.

• Strong knowledge of the Housing Ombudsman Complaint Handling Code and housing regulation.

• Experience handling complex complaints, escalations and Ombudsman investigations.

• Demonstrable team leadership, coaching and performance management skills.

• Strong investigation, report-writing and stakeholder management capabilities.

• A proactive approach to identifying service failures, improving outcomes and embedding a culture of learning and accountability.

This is an excellent opportunity for an experienced housing complaints professional to make an immediate impact, strengthen complaint handling performance and improve the resident experience.

You must have experience of managing complaints teams within the social housing sector to be considered for this role

Interested? Apply now to find out more about this interim opportunity.