Complaint Resolution Team Leader

About the role

As a Complaint Resolution Team Leader at Amplius you will lead a team of Complaint Resolution Officers, ensuring that housing complaints are handled fairly, promptly and in line with regulatory standards. The role is hybrid, based in either Milton Keynes or Rushden, and offers a full‑time permanent contract.

Key responsibilities

• Lead, coach and support a team of Complaint Resolution Officers.
• Oversee the end‑to‑end handling of complaints, guaranteeing fair outcomes and compliance with the Housing Ombudsman’s Code.
• Manage complex complaints and coordinate with internal colleagues and external stakeholders to reach resolutions.
• Monitor team performance, conduct quality checks and report on key performance indicators.
• Analyse complaint trends and customer feedback to drive service improvements.
• Ensure all processes meet regulatory requirements and internal standards.

Required profile

• Proven experience leading a team in a customer‑service or complaints environment, preferably within a regulated sector.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and related processes.
• Demonstrated ability to manage complex complaints and improve service performance.
• Excellent communication, coaching and relationship‑building abilities.
• Strong organisational, analytical and problem‑solving skills with a customer‑focused approach.
• DBS clearance and the legal right to work in the UK (no sponsorship).

Required skills

What we offer

• Competitive salary of £40,404 per year.
• Hybrid working model with a weekly presence in Milton Keynes or Rushden.
• 36.25‑hour work week, Monday to Friday.
• Permanent full‑time contract and a comprehensive benefits package.