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 businessRequirements 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