Complaints Manager

3 days ago

Leicester, United Kingdom PA Housing Full time

Additional role requirements:

  • DBS check required


A little bit about what we are looking for...
Are you passionate about customer service and eager to make a real impact? As the Complaints Manager at PA Housing, you will lead and inspire a dedicated team to ensure the effective implementation of our Complaints Policy, aligned with the Housing Ombudsman's Complaints Handling Code and other regulatory standards. Your role is crucial in resolving issues swiftly and fairly, enhancing customer satisfaction, and fostering a positive resident experience.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too


Your responsibilities...

Leadership and Team Management:

  • Inspire Excellence: Lead, mentor, and motivate the complaints team to deliver top-notch service that meets corporate objectives and regulatory requirements.
  • Policy Adherence: Ensure the team follows the Complaints Handling Code and other relevant policies, offering guidance and support as needed.
  • Performance Enhancement: Conduct regular performance reviews, set clear objectives, and provide developmental feedback to boost team effectiveness.
  • Manage Performance: Oversee staff performance with timely reviews and necessary interventions to maintain high standards.

Policy Adherence and Compliance:

  • Continuous Improvement: Oversee the implementation and ongoing refinement of the Complaints Policy to ensure consistency and regulatory compliance.
  • Data-Driven Insights: Monitor and analyses complaints data to identify trends and areas for improvement, driving strategic decisions and policy enhancements.
  • Stakeholder Liaison: Engage with internal stakeholders and external bodies, including the Housing Ombudsman, to stay updated on regulatory changes and best practices.

Complaints Handling and Resolution:

  • Thorough Management: Handle escalated complaints and complex cases, ensuring thorough investigation and prompt resolution within defined timelines.
  • Process Facilitation: Oversee the two-stage complaints process, ensuring transparency, fairness, and effective communication with complainants.
  • Quality Assurance: Review and approve complaint responses to maintain high standards of service delivery and customer satisfaction.

Reporting and Performance Management:

  • Robust Reporting: Develop and maintain comprehensive reporting mechanisms to track complaints performance, trends, and outcomes.
  • Insightful Reporting: Present regular reports to senior management and the Board, highlighting key metrics, lessons learned, and service improvement recommendations.
  • Internal Audits: Conduct internal audits and self-assessments against the Complaints Handling Code to ensure continuous compliance and operational effectiveness.


We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.


Our ideal candidate...

  • Regulatory Framework Knowledge: Deep understanding of regulatory frameworks, including the Housing Ombudsman's Complaints Handling Code and relevant legislation.
  • Leadership and Team Management: Proven ability to inspire and develop a high-performing team.
  • Communication and Conflict Resolution: Excellent communication, negotiation, and conflict resolution skills.
  • Analytical Mindset: Strong analytical skills to interpret data and drive evidence-based decisions.
  • Customer Service Commitment: Dedication to achieving customer service excellence and continuous improvement.
  • Performance Management: Proficiency in managing staff performance, conducting reviews, and implementing necessary interventions.


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

To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk

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