Complaints Manager - Housing

Your new company

We are seeking an experienced Customer Resolution Manager to lead a dedicated complaints and customer resolution team within a large housing organisation. This is an excellent opportunity for a skilled complaints professional with Housing Ombudsman experience who is passionate about delivering fair outcomes, improving customer experiences, and driving organisational learning.

Working closely with senior stakeholders, you will lead the delivery of high-quality complaint handling, ensuring compliance with the Housing Ombudsman Complaint Handling Code and embedding a culture of continuous improvement across services.

Your new role

Reporting to a senior leader within the customer experience function, you will oversee a team of Resolution Officers and Support Assistants, ensuring complaints are managed effectively, fairly, and within agreed timescales.

You will act as the primary point of contact for the Housing Ombudsman Service, managing cases from initial evidence requests through to determinations and ensuring lessons learned are translated into meaningful service improvements.

Key Responsibilities

• Lead, coach and develop a high-performing customer resolution team, managing performance and supporting professional growth.
• Serve as the key liaison with the Housing Ombudsman Service, coordinating evidence requests, case files, determinations, and compliance with orders.
• Ensure complaint handling aligns with relevant complaint handling standards, consumer regulations, and organisational policies.
• Oversee complex, sensitive, and high-profile complaints, including escalated stakeholder and executive-level enquiries.
• Analyse complaint trends and Ombudsman feedback to identify recurring issues, reduce service failures, and improve customer outcomes.
• Build strong relationships with senior stakeholders, influencing positive change and driving accountability for service improvements.

What you'll need to succeed

To be successful in this role, you will have:

• Significant experience managing complaints or customer resolution services within housing or a similarly regulated environment.
• Hands-on experience dealing directly with Housing Ombudsman cases, including evidence submissions, investigations, and delivering outcomes.
• Strong knowledge of complaint handling legislation, regulatory standards, and best practice frameworks.
• Proven leadership experience, including performance management, team development, and creating a culture of accountability.
• Excellent communication, stakeholder management, analytical, and problem-solving skills.
• The confidence to challenge, influence, and engage senior stakeholders to deliver improvements.
• A leadership qualification and/or a housing-related qualification would be advantageous, although not essential.

What you'll get in return

• Permanent opportunity with a well-established housing provider.
• The chance to lead service improvements that directly impact customers and communities.
• A collaborative and supportive working environment.
• Career development and progression opportunities.
• Hybrid working arrangement with a minimum of three office-based days per week.

If you have a strong background in complaint resolution, Housing Ombudsman case management, and leading successful teams, we'd love to hear from you.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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