Housing Complaints & Feedback Manager

Spencer Clarke Group are seeking an Housing Complaints & Feedback Manager for a Local Authority Client in Southeast London.

In this role, you will lead the Housing Complaints and Feedback team, manage complaints and statutory requests, and use insights to drive service improvements and excellent customer experiences across the council.

Duties:

• Lead and manage the Housing Complaints and Feedback team, ensuring effective handling of complaints, FOI, and SAR requests.
• Provide guidance and support to staff and colleagues across the Council on complaints and casework.
• Use resident feedback to identify issues and drive improvements in housing services.
• Build and maintain relationships with stakeholders, including elected members, Ombudsman services, and community partners.

Qualifications and Experience:

The successful candidate will have the following skills / experience:

• Proven experience managing complaints, FOI, or SAR processes in housing or local government.
• Experience leading and developing teams in a complex organisational setting.
• Track record of driving service improvements and embedding change projects.
• Skilled in building strong relationships with stakeholders and reporting to senior management.

What''s on offer:

Salary: -30ph

*may negotiate higher for exceptional candidates, based on experience*

Contract type: 12 months minimum, with a high likelihood of extension

Hours: Monday to Friday, 35 hours per week

How to apply:

• Once your CV is received, if you are successful, you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
• For any further questions, please contact Taylor Kirkham on (phone number removed).

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