Housing Complaints Manager

About the role

The Housing Complaints Manager will lead the handling of complex, high‑volume housing complaints for a large public‑sector organisation. You will ensure compliance with regulatory frameworks, drive improvement projects and maintain strong relationships with internal and external stakeholders.

Key responsibilities

• Manage highly complex and high‑risk housing complaints within policy and regulatory guidelines.
• Lead improvement projects, delivering on time, within budget and to quality standards.
• Interpret and apply complex legislation and the Housing Ombudsman’s Complaint Handling Code.
• Coordinate partnership working activities, internal and external working groups, and influence decision‑making.
• Ensure contractors and providers meet agreed service standards.
• Analyse trends, conduct root‑cause analysis and drive continuous improvement.
• Prepare and present analytical reports and statistical data to diverse audiences.
• Occasionally work from locations outside the main office.

Required profile

• Proven experience managing complaints in a high‑volume, complex environment.
• In‑depth knowledge of complaints management frameworks and best practices.
• Experience delivering improvement projects in large organisations.
• Background in housing services and familiarity with relevant regulatory requirements.
• Ability to build and sustain effective relationships with internal and external stakeholders.
• Strong analytical and report‑writing capabilities.

Required skills