Customer Complaints Manager

Temporary Customer Complaints ManagerLocation: East London (Barking) Contract: Temporary (Initial 3-6 Month Contract) Working Pattern: Hybrid - 2 days per week in the office, with the remainder worked remotely. Rate: 250- 350 per day (DOE) Start Date: ASAPAbout the OpportunityAn established organisation operating within the housing and property sector is seeking an experienced Customer Complaints Manager to join their team on an interim basis. This is an excellent opportunity for a complaints professional with a strong housing background to lead customer complaint resolution, drive service improvements, and ensure compliance with regulatory and Ombudsman requirements.The RoleReporting into senior leadership, you will be responsible for managing the end-to-end complaints process, ensuring all complaints are handled fairly, consistently, and within required timescales.You will lead investigations into complex and escalated complaints, identify root causes, provide insightful reporting, and work closely with internal stakeholders to improve customer outcomes and service delivery.Key ResponsibilitiesLead and oversee the organisation''s complaints function.Manage Stage 1 and Stage 2 complaints through to resolution.Ensure compliance with the Housing Ombudsman Complaint Handling Code and internal policies.Investigate complex, sensitive, and high-profile customer complaints.Analyse complaint trends and identify opportunities for service improvement.Produce performance reports, ..... full job details .....