Complaints Manager

2 weeks ago


Birmingham, United Kingdom Midland Heart Full time

Complaints Manager Location: Birmingham, B15 1LZ Salary: circa £70,000 per annum Hours: 35 per week Contract Term: PermanentWe treat complaints as critical intelligence not admin. They reveal where we fall short, where we must improve, and where swift action is needed to protect tenant trust.We're looking for a high-calibre Complaints Manager who thrives in a regulated, demanding environment, is not afraid to challenge established ways of working and who brings the drive, resilience and leadership required to raise standards across our organisation. If you're the kind of leader who sees complexity as something to get stuck into not shy away from this is your opportunity to make a genuine impact across our organisation and on our tenant's lives.The RoleYou'll lead a team working at the sharp end of tenant experience: dealing with sensitive and often multifaceted issues that require strong judgement, calm decision-making and absolute professionalism. Responsibilities include, but aren't limited to:Set a high bar for complaints resolution, ensuring your team consistently delivers prompt, fair and well-evidenced outcomes that stand up to regulatory scrutiny, including the Housing Ombudsman's Code of Practice.Take ownership of the most complex and contentious cases, bringing clarity, balance...


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