Service Care Solutions
Complaints Manager
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Complaints Manager
Location: Redhill
Salary: £43,750 per annum
Job Type: Permanent, Full Time – 36 hours per week
Working Pattern: Hybrid – 3 days in the office
We’re looking for an experienced Complaints Manager to join our Customer Experience & Engagement Complaints Team.
This is an opportunity to take a leading role in ensuring complaints are handled fairly, effectively and with empathy — while turning customer feedback into meaningful service improvements.
What you’ll be doing
As Complaints Manager, you’ll lead the effective management and resolution of formal complaints, ensuring customers receive a fair and timely outcome and that Raven meets its statutory and regulatory responsibilities.
You’ll also play a key role in helping us understand why complaints happen and how we can prevent them from happening again.
Your responsibilities will include:
- Leading the timely and fair resolution of formal complaints, ensuring statutory and regulatory timescales are met.
- Using complaint data, trends and customer insight to identify opportunities to improve services and reduce avoidable demand.
- Reviewing cases regularly to promote consistency, identify learning and share best practice.
- Identifying patterns behind repeat complaints and Ombudsman escalations, helping teams tackle root causes rather than simply resolving individual cases.
- Supporting proportionate and effective decisions around compensation, resources and complaint handling activity.
- Working collaboratively with colleagues across Raven to gather evidence, resolve complex cases and embed learning.
- Coaching and challenging colleagues to improve investigation quality, written responses, customer communication and overall complaint outcomes.
- Using CRM and case management systems to monitor quality, performance and risk and provide accurate management information.
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What we’re looking for:
You’ll bring strong experience of complaint management, ideally within the social housing sector, together with the confidence to influence, challenge and support colleagues at all levels.
We’re looking for someone with:
- Detailed knowledge of the Housing Ombudsman Complaint Handling Code, complaint remedies, maladministration learning and regulatory expectations within social housing.
- Strong experience using CRM and case management systems to manage cases, monitor performance and identify risks.
- The ability to engage and influence stakeholders across different teams, securing timely evidence and driving cases through to resolution.
- Experience using customer feedback, complaint themes, Ombudsman learning and performance data to deliver service improvements.
- Excellent coaching and advisory skills, with the confidence to challenge constructively where improvements are needed.
- A customer-focused approach, with the ability to balance empathy and fairness with robust decision-making.
- Strong written and verbal communication skills and excellent attention to detail.
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DBS clearance will be required for this role.
What you’ll get in return:
- Competitive salary of £43,750
- A strong work/life balance with flexible working and generous leave entitlement
- Excellent learning and development opportunities to support your career
- Enhanced maternity, paternity and adoption pay
- Funded health cash plan
- Extensive wellbeing support
- Voucher-based recognition scheme
- Retail discounts
For more information please contact Adam Benouaich on 01772 208966 or email adam.benouaich@servicecare.org.uk
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