Customer Voice and Complaints Manager

About the Role

We’re looking for an experienced and confident Customer Voice and Complaints Manager to lead Magenta’s approach to complaints, customer feedback, engagement and insight‑led service improvement. The role ensures customers are listened to, complaints are handled fairly and consistently, and learning is used to improve services and outcomes.

• Lead and develop a customer‑focused complaints team.
• Oversee complaint handling processes and ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Use customer feedback, data and insights to identify themes and drive service improvement.
• Collaborate with cross‑functional teams to create opportunities for customers to shape services, policies and priorities.
• Demonstrate outcomes through clear “You Said, We Did” reports.

• Strong experience in customer voice, complaints, engagement or feedback services; preferably in social housing or another regulated environment.
• Excellent leadership, communication, stakeholder management and reporting skills.
• Deep understanding of the Housing Ombudsman Complaint Handling Code and related regulatory frameworks.
• Passion for fairness, inclusion and continuous improvement.

• 26 days holiday (plus UK bank holidays)
• Paid time off over Christmas period
• Defined contribution pension scheme with a fixed employer rate of 6%
• Flexible working
• Health care cash plan
• Well‑being support and fun employee events
• Employee recognition programme
• Talent management programmes and e‑learning access to support development
• Free parking at head office or main depot
• Paid professional memberships
• Volunteering day
• Free on‑site gym

We encourage all applications regardless of age, different abilities, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.