Complaints Lead

Complaints Lead - HousingI am working with a well-established public sector housing organisation that is looking to appoint an experienced Complaints Lead to oversee and continuously improve complaint handling across its housing services.This is an excellent opportunity for a highly experienced complaints professional to lead a small team, improve resident outcomes and ensure the organisation maintains high standards of compliance with the Housing Ombudsman Complaint Handling Code.The RoleAs Complaints Lead, you will take responsibility for the effective management of Stage 1 complaints, Stage 2 complaints and Members'' Enquiries.You will act as the principal point of expertise for housing complaints, providing guidance and constructive challenge to managers and operational teams while ensuring residents receive fair, timely, empathetic and evidence-based responses.You will also use resident feedback and complaint data to identify recurring issues, improve services and reduce avoidable complaint escalations.Key ResponsibilitiesLeading and overseeing Stage 1 complaints, Stage 2 complaints and Members'' EnquiriesManaging and supporting a team of three Complaints OfficersMonitoring response times, quality standards and customer outcomesReviewing complex, sensitive and high-risk complaintsSupporting managers with investigations and appropriate resolutionsEnsuring complaint actions, commitments and service recovery measures are completedMaintaining compliance with the Housing ..... full job details .....