Complaints Manager

Complaints Manager Burton Upon Trent Competitive Salary Package Make a Difference. Drive Improvement. Put Customers First. Are you an experienced complaints professional with a passion for delivering excellent customer service and driving organisational improvement? Do you have the leadership skills to manage a high-performing team and the confidence to influence change across a business? We are looking for an outstanding Complaints Manager to lead our complaints service, ensuring customer concerns are handled fairly, efficiently and in line with the Housing Ombudsman Complaint Handling Code and regulatory requirements. About the Role Reporting to the Head of Customer and Communities, you will lead and manage the end-to-end complaints process, overseeing investigations, resolutions and service improvements across all areas of the organisation. You will manage a dedicated Complaints Team, act as the key contact for the Housing Ombudsman Service, and use complaint insight to identify trends, reduce recurring issues and drive continuous improvement. This role is central to delivering our Customer Voice Strategy and developing a culture of accountability, learning and customer focus throughout the organisation. Key Responsibilities Leadership and Team Management - Lead, coach and develop the Complaints Team and manage workloads, performance and quality standards. Foster a positive, collaborative and customer-focused culture whilst supporting colleagues across the organisation ..... full job details .....