Complaints Business Partner

**Job reference**: 002056

**Salary**: £43,165 per annum, rising to £45,000 after probation

**Closing date**: 20/10/2025

**Location**: Hybrid - Case House, Surrey or Bede Island, Leicester

**Employment type**: Permanent

**Hours Per Week**: 35

**Are you passionate about making a real difference for residents and driving meaningful organisational change?**

We're looking for a Complaints Business Partner (CBP) to drive organisational learning through complaints, managing our most complex cases and embedding processes and capabilities across teams to ensure insights inform strategy and improve resident outcomes.

This is your chance to be at the heart of transformation. As a trusted partner to senior leaders, you’ll make sure lessons from complaints drive better services, stronger accountability, and a culture of transparency. You won’t just be handling individual cases; you’ll be shaping strategy, influencing decision-makers, and delivering improvements that matter.

**What’s in it for you.**

In addition to the salary, we offer a number of benefits, including:

- High street discount schemes
- Health cash plans
- 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
- Flexible bank holidays - take them when it suits you
- Car leasing scheme
- Hybrid working - offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

**What you’ll be doing **
- Leading organisational oversight of cross-cutting and high-risk complaints, ensuring fair outcomes for residents and learning for the business.
- Spotting themes and root causes across services and turning them into clear improvement plans.
- Partnering with senior managers to challenge constructively and embed a culture of accountability.
- Analysing complaints data and Ombudsman findings to inform executive decision-making and governance boards.
- Making sure we meet our obligations under the Housing Ombudsman’s Complaint Handling Code and other frameworks.

**What we’re looking for**:

- Degree-level qualification or equivalent experience (minimum 3 years, to include time in post at a senior officer or equivalent level) in housing, regulation, business improvement, or complaints.
- Strong experience handling complex complaints in regulated sectors (social housing/public services ideal).
- Confident working with senior stakeholders, influencing change, and constructively challenging the status quo.
- Skilled at root cause analysis, performance reporting, and turning insight into action.
- Knowledge of the Housing Ombudsman’s role and regulatory expectations.

**At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.**

**AGENCIES: We know where you are if we need your support so please do not contact us.**

**Job Types**: Full-time, Permanent

Pay: £43,165.00-£45,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free flu jabs
- Health & wellbeing programme
- Life insurance
- Paid volunteer time
- Sick pay
- Store discount
- Work from home

Work Location: Hybrid remote in Leicester LE2 7EA