Customer Complaints Manager – Temporary (Housing)

About the role

We are seeking an experienced Customer Complaints Manager on a temporary basis to lead the complaints function for a housing and property organisation in East London. The role starts ASAP on a 3‑6 month contract and operates on a hybrid schedule (2 days in the office, the rest remote).

Key responsibilities

• Lead and oversee the organisation’s complaints function, managing Stage 1 and Stage 2 complaints through to resolution.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and internal policies.
• Investigate complex, sensitive and high‑profile customer complaints, identifying root causes.
• Analyse complaint trends, produce performance reports and recommend service improvements.
• Work collaboratively with operational teams to implement corrective actions and coach colleagues on best practice.

Required profile

• Proven experience managing customer complaints within a housing‑related environment (housing association, local authority, developer, etc.).
• Strong understanding of complaint investigation, resolution processes and the Housing Ombudsman framework.
• Ability to produce clear reporting and drive service‑level improvements.

Required skills

What we offer

• Daily rate of £250‑£350 (DOE) on a temporary contract.
• Hybrid working model with two days per week in the Barking office.
• Opportunity to influence complaint handling at a senior level within the housing sector.