Job Title: Complaints Manager Location: London Salary: £40,000 - £50,000 Purpose of the Role: To lead the Complaints and Casework Team in resolving corporate complaints, Members’ Enquiries, and information requests. This includes ensuring a customer-focused and resolutions-based approach while driving improvements in service delivery, compliance with governance frameworks, and positive outcomes for stakeholders. Key Responsibilities: Team Management and Leadership: Lead and motivate a team of Customer Resolution Officers to investigate and resolve complaints and information requests. Ensure all responses meet corporate and statutory deadlines and are of high quality. Provide coaching and training to the team to build expertise and maintain a customer-focused culture. Set clear performance objectives, ensuring KPIs are met and exceeded. Complaint and Casework Resolution: Oversee the effective handling of complaints and enquiries in line with the Housing Ombudsman Service Complaint Handling Code. Manage sensitive and complex investigations, ensuring thorough resolution and regular reporting to senior management. Collaborate with legal teams, contractors, and technical staff to address service issues and improve outcomes. Governance and Compliance: Work with the Head of Governance and Assurance to review and update the Complaints & Compliments Policy. Ensure adherence to governance frameworks, addressing non-compliance and implementing remedial actions. Act as the lead liaison officer with regulatory bodies, including the Housing Ombudsman Service, Information Commissioner’s Office, and Regulator of Social Housing. Data Analysis and Reporting: Analyse and report on management information to identify trends, risks, and opportunities for service improvement. Provide meaningful insights and recommendations to senior management to enhance customer experience and service efficiency. Service Improvement: Promote a culture of continuous improvement by benchmarking practices and implementing change management strategies. Identify and address areas for improvement in service delivery, ensuring compliance with statutory and regulatory standards. Skills and Experience: Essential Skills and Knowledge: Extensive experience in complaint management and/or customer service within housing associations or local authorities. Proven people management experience, with the ability to resolve sensitive and complex issues. Strong knowledge of governance frameworks and regulatory standards. Expertise in data analysis and reporting, with a focus on identifying service improvement opportunities. Comprehensive understanding of performance management and quality assurance methodologies. Qualifications: Relevant qualifications or extensive experience in complaints management and customer service. Behaviours and Attributes: Customer-focused, proactive, and motivated to drive positive outcomes. Excellent communication and interpersonal skills, with the ability to influence and inspire. Analytical and detail-oriented, with a commitment to continuous improvement. Strong leadership skills, fostering high performance and team collaboration. This role offers an exciting opportunity to shape and improve service delivery while ensuring compliance with governance standards. Join our team and make a meaningful impact in enhancing customer satisfaction and organisational excellence