CHS Group
Corporate Complaints Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Corporate Complaints Manager
Location: Cambridge Contract Type: Permanent Working Hours: Full-Time
About the Role
Corporate Complaints Manager is an exciting and newly established position at CHS Group, a long-established, locally based, and independent housing association. This role offers an opportunity to make a meaningful impact in delivering a high-quality, customer-focused complaints service while driving continuous improvement and shaping the organisation’s approach to listening, responding, and enhancing customer experiences.
You will report to the Executive Director, Customer Services and play a critical role in ensuring every customer feels heard and supported—aligning with our core values of care, openness, and trust.
Key Responsibilities
You will lead on the overall approach to complaint handling, ensuring compliance with regulatory requirements, including the Housing Ombudsman Complaint Handling Code, and driving service improvements using insight and data:
- Monitor and promote improvements in compliance against complaints and compensation policies, ensuring timely and high-quality responses.
- Support customer-facing teams in maintaining a positive complaint handling culture through training, sharing data, and best practices.
- Lead liaison with the Housing Ombudsman, ensuring all inquiries are responded to and that CHS learns from complaints cases.
- Analyse complaint data, identifying trends, root causes, and opportunities for improvement.
- Support continuous improvement across complaints processes and the customer experience.
- Prepare internal and external reporting and self-assessments to ensure timely publication.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What You’ll Bring
The right candidate must demonstrate a strong background in complaint handling and customer service, with the confidence to challenge, influence, and drive change across teams.
Essential Experience
- Experience in handling complex, high-volume complaints within social housing, local government, or regulated environments.
- Ability to implement changes to improve standards and performance.
- Experience using and improving databases/IT systems for customer and complaints data.
- Strong ability to collect and present data to diverse stakeholders.
- In-depth knowledge of the Housing Ombudsman’s Complaints Handling Code and regulatory frameworks.
Key Skills
- Exceptional communication, influencing, and listening skills.
- Strong customer focus, balancing empathy, accountability, and operational compliance.
- Excellent investigative and problem-solving abilities.
- Strong analytical skills, using data to drive service improvements.
- Understanding of safeguarding, vulnerability, and inclusive approaches for customers with complex needs.
- Collaborative yet assertive mindset for driving improvement in teams.
Qualifications
- Level 4 housing qualification (regulated by Ofqual) or a willingness to work towards it.
Hybrid Working Arrangements
- The role is primarily offices-based in Histon for the first six months (probation period).
- After probation, possibilities may arise for increased hybrid working, depending on service delivery needs.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Benefits
Working for CHS Group offers a comprehensive, employee-friendly package, including:
- Employee discount scheme (retail, leisure, gym membership, and fitness equipment)
- DoctorCare Anywhere (telehealth including private online GP and nurse appointments)
- Employee Assistance Programme (EAP)
- Financial Wellbeing Hub (budgeting, investing, and retirement planning advice)
- Refurbished Tech with affordable pricing, a 12-month warranty, and 30-day money-back guarantee
- Cycle-to-Work Scheme (salary sacrifice)
- One day of paid leave per year for volunteering with a charity of choice
- 30 days holiday (increasing to 35 days per annum, inclusive of bank holidays) — pro-rata for part-time staff
- A Holiday Purchase Scheme (up to 5 days per year, pro-rata for part-time staff)
- Company sick pay
- 58p per mile business mileage allowance
- Refer a Friend Scheme (£250 welcome bonus)
- Contributory pension scheme offering jointly funded contributions
- Enhanced maternity and paternity leave
- Flexible Working Policy
- Full induction and training programmes
- Free, comprehensive DBS checks (for relevant roles)
- Onsite or nearby parking
- Hybrid Working Policy
Selection Process
As part of recruitment, you will complete a Personality Profiler.
Closing Date for Applications: Midnight, Sunday 12th July 2026
Interviews: Friday 31st July 2026
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location