Customer Complaints Lead

Sheffield, S1 4EB

£35,078 per annum

Permanent, Full Time

Are you passionate about listening to and making a difference for customers, using their voices to drive improvement? Do you have a strong understanding of complaints handling in the social housing sector and want to lead a team that puts customers at the heart of everything?

We're looking for a Customer Complaints Lead to join our Customer Experience department at South Yorkshire Housing Association. We are a supportive, values driven workplace, and this role is based 50% within our Rockingham Street office, Sheffield. We are offering a flexible role, working in a caring and friendly team, with a great package of benefits. If you're ready to be a voice for our customers and lead a team that delivers outstanding service, we'd love to hear from you.

More about the role:

This is a key leadership role where you'll take ownership of our complaints function, ensuring customers concerns are handled fairly, promptly, and in line with regulatory standards—including the Housing Ombudsman's Complaint Handling Code.

You'll lead a team of Customer Experience Officers, champion learning from complaints, and use customer feedback to influence service delivery and drive meaningful change. You'll also work closely with internal teams and external bodies to ensure our complaints process is accessible, inclusive, and continuously improving.

Who you are:

You are a proactive, empathetic and customer-focused leader who brings:

• Expertise in complaints handling within housing or a regulated environment
• In-depth knowledge of the Housing Ombudsman and social housing regulations
• Proven experience in leading teams, managing performance and inspiring others to deliver excellent customer service
• Excellent communication, data analysis and reporting skills with the ability to turn insight into action
• Influencing skills that enable you to work across the organisation, championing the customer voice and driving service improvements.
• A commitment to inclusion, ensuring our complaints process is accessible and responsive to all.

Our wider benefits:

• Salary - £35,078-£36,569 per annum
• Working hours - 37 hours per week - hybrid role 50/50 office and home
• Generous holiday entitlement - 27 days annual leave, statutory bank holidays plus an additional 4 SYHA days, pro rata.
• 5% pension contribution
• Excellent flexible working options including Flexi Time, Condensed Hours, Part Time, and Job Share.
• Excellent benefits including:
• SYHA Rewards - employee discount scheme, which offers cash back and shopping discounts. Plus advice and resources on health eating, financial wellbeing, exercise and mastering your mental health
• Westfield Health (employer paid)
• Counselling
• Discounted Gym membership
• Cycle to work scheme
• Access to a wide range of programmes to train and develop you.

For more information about our range of benefits, please visit the Your Wellbeing and Feeling at Home.

Who we are:

At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realise their potential.

Feeling settled and living well means different things to the people and families that live across South Yorkshire. So, we work with people in different ways - from our extra-care housing, to providing services and opportunities that individuals can access in their home, workplace and community, to creating houses for affordable rent.

Our employees enable us to create the best services, support, and experiences for our customers. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.

Please note that we may remove this advert prior to the advertised date, dependent on the level of response received. Please apply at your earliest convenience.

At SYHA, we value the incredible contribution and talent that people with disabilities can and do bring to our workplace and we are proud to be a Disability Confident Employer. As part of our commitments, we will ensure that disabled applicants who meet the essential criteria for the role will be guaranteed the opportunity to demonstrate their abilities at interview.

To be considered under the scheme, disabled applicants must disclose their disability (as defined by the Equality Act 2010) on the Equal Opportunities section of the job application.

SYHA does not hold a sponsorship license and are unable to provide visa sponsorship.

Closing Date: 18 November 2025 at midnight

Interview Date: 25 November 2025