MMP Consultancy are looking for a Complaints Manager to join an excellent Local Authority in South London on an ongoing basis. Responsibilities: Lead the end-to-end complaints process, including logging, investigation, and resolution, in collaboration with internal and external stakeholders. Implement a performance management framework to ensure teams meet their statutory requirements and respective timescales. Manage the volume of complaints, assess risks, and prioritize effectively. Lead a customer service team responsible for handling housing repairs complaints and ensure high levels of customer satisfaction. Develop and implement policies and procedures for social care complaints and raise awareness of the complaint process. Prepare comprehensive case-specific reports in response to complaints and Ombudsman enquiries. Manage outcomes and learning from complaints, ensuring timely implementation of findings and recommendations. Collaborate with service managers to drive service improvements based on complaint analysis. Oversee performance monitoring of providers and ensure appropriate mechanisms are in place for complaint handling. Foster effective working relationships with the Ombudsman office and other external partners. Develop and review partnership arrangements and protocols for effective joint working on multidisciplinary complaints. Requirements: Educated to degree level or significant experience in a similar customer services environment. Evidence of continuing professional development, social work qualification desirable. Understanding of excellent customer service principles. Significant experience in complex housing environments. Knowledge of statutory frameworks, compliance, and legal timescales. Experience as a single point of contact for regulators and Ombudsman. Previous managerial experience desirable. Extensive knowledge of legislation, statutory duties, health and safety, and conditions of contracts