Complaints Manager

About the role Working in a fast paced, dynamic team, the Complaints manager will oversee the effective implementation of systems, processes and resolutions of all complaints types. You’ll lead the management and continuous improvement of our complaints systems, working directly with staff, volunteers and senior leaders to ensure transparency, consistency and learning across the organisation. This is a key role in supporting accountability and maintaining trust with the people we support. Key responsibilities Lead the end-to-end process for managing and resolving complaints effectively and efficiently. Ensure all complaints are investigated in line with policies, procedures, and best practice, within agreed timeframes. Maintain accurate records of all complaints, investigations, and outcomes. Monitor and audit the complaints process to identify improvements and ensure compliance. Ensure agreed actions and recommendations from complaints are implemented promptly. Communicate professionally with complainants and relevant stakeholders throughout the process. About you Proven experience managing or coordinating formal complaints, ideally in the charity, health, or social care sectors. Skilled in analysing complaint data to identify trends and drive service improvements. Experienced in conducting reviews and investigations to ensure quality and accountability. Strong understanding of policies, procedures, and regulatory frameworks. Excellent relationship-building skills, with confidence working with senior leaders and trustees. Highly organised, analytical, and detail-focused, with the ability to manage multiple priorities. Committed to inclusion, diversity, and Sense’s vision of supporting people with complex disabilities. About Sense Sense is a leading disability charity, here to break down barriers alongside disabled people with complex needs. We use our knowledge and expertise to deliver personalised, creative and flexible support at every stage of life. Together, we drive change, building a future where everyone has the power, choice and control to live the lives we choose. We’re proud to be a Disability confident leader and a charity where people can grow their skills and careers in a supportive, flexible environment. Our values Our values shape the way we behave and work alongside disabled people with complex needs to break down barriers. We're creating change We're always learning We're better together To apply Please use the link below to complete your application. Managers will use your application to shortlist candidates for interview, in relation to the Personal Specification. Therefore, it is very important you complete this section thoroughly. We would recommend that you read the job description and person specification before applying. Please note to avoid disappointment, we advise you to submit your application as soon as possible as we reserve the right to close posts at any time. No agency submissions please: any submissions without prior authorisation from the Sense Recruitment Team will be treated as our own and as such no fee will be payable. If you require any further assistance, please contact the Recruitment Team on 0121 415 6735 or recruitment@sense.org.uk Sense is committed to safeguarding and promoting the welfare of vulnerable children and adults and expects all employees to share this commitment. Therefore, all offers of employment, where appropriate, are subject to a DBS check; level dependent on the nature of the role. For this role we particularly welcome applications from candidates from underrepresented Global Majority backgrounds and candidates with disabilities. Sense is committed to equality of opportunity, and to promoting and celebrating the diversity of staff, volunteers and the people we work with. Everyone's contribution is valued and we ensure they're given the opportunity to realise their potential. We welcome applications from talented people from all sections of the community who share our values and belief that no one, no matter how complex their disabilities, should be isolated, left out, or unable to fulfil their potential. For more information please visit: https://www.sense.org.uk/jobs/equality-diversity-and-inclusion-in-recruitment/