Complaints Manager

Complaints Manager
Salary: £40,000 - £50,000 + Benefits
London, W9 2AR
Permanent – Full Time – 40 Hours per week
We’re currently looking to recruit a Complaints Manager to join our team based at our hub in Goldney Road.
About the Role
Joining us as a Complaints Manager, you’ll have overall responsibility for the management and administrative compliancy of our Morgan Sindall Integration System (MSi), monitoring and actively managing the day-to-day service delivery, ensuing all cases are managed within overall time, cost and budget constraints.
You’ll support the Scheduling Team, provide training when required whilst ensuring full case management reporting is achieved and provided to the Partnership / Project Manager as and when required.
About You
Candidates will hold a Level 4 qualification in Business Administration or equivalent and have previous experience working within a busy team supporting high-profile clients. They will have line management experience, overseeing Team Leaders, Planners, Administrators, Call Handlers and apprentices.
Excellent customer service skills and a strong focus on business improvement are essential, alongside strong planning and organisational skills and the confidence to represent MSPS at senior-level meetings.
Strong IT skills, including proficiency in Microsoft Office applications and database management, are required, together with the ability to engage confidently with large clients.
Above all, this is a hands-on role, requiring the successful candidate to respond directly to complaints, attend client and team meetings, and plan proactively for future demands. A background in social housing, including experience managing repairs complaints, is essential.
Benefits
· 26 Days Holiday & Bank Hols
· Enhanced Pension Plan
· Private Healthcare (including 24hr GP)
· Life Assurance
· Share Save
· Enhanced Maternity & Paternity Pay
· Work Perks Discounts & Vouchers
· Buy & Sell Holiday
· Flexible Working & Flexible Bank Holidays
· Cycle to Work
· Volunteering (2 days paid)
· Learning & Development Opportunities
· Extensive Wellbeing Support, including EAP
· Loyalty & Values Awards
· Funded Professional Subscription
· Eye Care Vouchers
About Us
Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.
With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.
Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.
MSPS are proud to support the resettlement of armed forces personnel.
Please refer to the full Job Description upon completing your application