Complaints Manager

Complaints Manager
46,000 - 47,000
Permanent
Hybrid
Swadlincote

Hamilton Woods Associates are delighted to be partnering with a respected housing organisation to recruit a Complaints Manager on a permanent basis.

This is an excellent opportunity for an experienced complaints professional to lead a busy customer resolution service, ensuring complaints are handled efficiently, fairly and in line with regulatory expectations, while driving a culture of continuous improvement.

Responsibilities of the Complaints Manager include:

• Managing the end-to-end complaints process, ensuring customers receive timely and effective resolutions
• Leading, motivating and developing a dedicated customer resolution team to achieve high performance standards
• Investigating complex and escalated cases, providing fair, balanced and evidence-based outcomes
• Monitoring complaint performance, ensuring service standards and response deadlines are consistently achieved
• Producing reports and analysing complaint trends to identify opportunities for service improvement
• Working closely with managers across multiple departments to resolve issues and improve customer experience
• Promoting a positive approach to complaint resolution and embedding lessons learned across the wider business

Requirements of the Complaints Manager include:

• Previous experience managing complaints within social housing, local government or another regulated customer service environment
• Strong knowledge of complaint investigation techniques and complaint handling best practice
• Confident using Microsoft Office and customer management systems

To be considered for this exciting role, please contact Connor Lamb - Recruitment Consultant at Hamilton Woods on (phone number removed) or apply online with a covering note of your experience and suitability referencing the job ID number. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.