Complaints Manager

Complaints Manager

Location: RedhillSalary: £43,750 per annumJob Type: Permanent, Full Time – 36 hours per weekWorking Pattern: Hybrid – 3 days in the officeWe’re looking for an experienced Complaints Manager to join our Customer Experience & Engagement Complaints Team.This is an opportunity to take a leading role in ensuring complaints are handled fairly, effectively and with empathy — while turning customer feedback into meaningful service improvements.What you’ll be doingAs Complaints Manager, you’ll lead the effective management and resolution of formal complaints, ensuring customers receive a fair and timely outcome and that Raven meets its statutory and regulatory responsibilities.You’ll also play a key role in helping us understand why complaints happen and how we can prevent them from happening again.Your responsibilities will include:Leading the timely and fair resolution of formal complaints, ensuring statutory and regulatory timescales are met.Using complaint data, trends and customer insight to identify opportunities to improve services and reduce avoidable demand.Reviewing cases regularly to promote consistency, identify learning and share best practice.Identifying patterns behind repeat complaints and Ombudsman escalations, helping teams tackle root causes rather than simply resolving individual cases.Supporting proportionate and effective decisions around compensation, resources and complaint handling activity.Working collaboratively with colleagues across Raven to gather evidence, resolve complex cases and embed learning.Coaching and challenging colleagues to improve investigation quality, written responses, customer communication and overall complaint outcomes.Using CRM and case management systems to monitor quality, performance and risk and provide accurate management information.What we’re looking for:You’ll bring strong experience of complaint management, ideally within the social housing sector, together with the confidence to influence, challenge and support colleagues at all levels.We’re looking for someone with:Detailed knowledge of the Housing Ombudsman Complaint Handling Code, complaint remedies, maladministration learning and regulatory expectations within social housing.Strong experience using CRM and case management systems to manage cases, monitor performance and identify risks.The ability to engage and influence stakeholders across different teams, securing timely evidence and driving cases through to resolution.Experience using customer feedback, complaint themes, Ombudsman learning and performance data to deliver service improvements.Excellent coaching and advisory skills, with the confidence to challenge constructively where improvements are needed.A customer-focused approach, with the ability to balance empathy and fairness with robust decision-making.Strong written and verbal communication skills and excellent attention to detail.DBS clearance will be required for this role.What you’ll get in return:Competitive salary of £43,750A strong work/life balance with flexible working and generous leave entitlementExcellent learning and development opportunities to support your careerEnhanced maternity, paternity and adoption payFunded health cash planExtensive wellbeing supportVoucher-based recognition schemeRetail discountsFor more information please contact Adam Benouaich on 01772 208966 or email adam.benouaich@servicecare.org.uk