Corporate Complaints Manager

Corporate Complaints Manager

Cambridge

Permanent

Full-Time

This is an exciting opportunity to join CHS Group in this newly established post. Do you have the expertise and confidence to lead on complaint handling and help shape how we listen, respond, and improve for our customers? If so, this is an opportunity to make a real impact. As Corporate Complaints Manager, you ll play a key role in delivering a high-quality, customer-focused complaints service, ensuring every customer feels heard and supported.

You will be joining a long-established, locally based and independent housing association with strong local partnerships. We have a reputation for delivering on our values of care, openness and trust in our housing and community services. We continue to build on this strong foundation, with ambitious plans to further develop our services and infrastructure.

You ll lead on our overall approach to complaint handling, working with teams to support their complaint responses and help ensure we remain fully compliant with regulatory requirements, including the Housing Ombudsman Complaint Handling Code.

You ll also use insight and data to drive service improvements, helping us learn from feedback and strengthen the overall customer experience.

About the role

Reporting to the Executive Director, Customers Services you will:

Monitor and where necessary promote improvements in compliance against our complaints and compensation policies, ensuring timely and high-quality responses

Support customer facing teams to maintain a positive complaint handling culture and service through training, sharing data and good practice

Lead on liaison with the Housing Ombudsman, ensuring all enquiries are responded to and that CHS learns from cases.

Analyse complaint data and identify trends, root causes, and opportunities for improvement

Support continuous improvement across the complaints process and customer experience

Prepare our internal and external reporting and self-assessments and ensure they are published on time.

What You ll Bring

You ll bring a strong background in complaint handling and customer service, along with the confidence to challenge and influence colleagues.

Experience

Experience of handling complex, high-volume complaints within a social housing, local government or other regulated organisation in a customer facing environment

Experience of implementing change to drive up standards and performance

Experience of using and improving databases / IT systems for customer and/or complaints data.

Experience of collating and presenting data to a range of audiences

Good knowledge of the Housing Ombudsman s Complaints Handling Code and regulatory framework for social housing

Skills

Excellent communication, influencing and listening skills

Outstanding customer focus with the ability to balance empathy, accountability and operational compliance

Excellent investigative and problem-solving skills

Excellent analytical skills, using data to drive improvement

Understanding of safeguarding, vulnerability and partnership approaches that support customers with complex needs

A collaborative and assertive approach to working with colleagues and teams to drive improvement

Qualification:

Level 4 housing qualification regulated by the Office of Qualifications and Examinations Regulation (Ofqual) or willingness to work towards.

Hybrid Working Arrangements the majority of the working week will be office-based in Histon in the first six months (probation period). Thereafter it may be possible to apply for a higher proportion of hybrid working, with service delivery being the prime consideration.

Benefits of working for CHS Group:

Employee discount scheme (retail, leisure, gym membership and fitness equipment)

Doctor Care Anywhere (telehealth service offering private online GP and nurse appointments via video and phone)

Employee Assistance Programme

Financial wellbeing hub - access to advice and support from experts, whether you're budgeting, interested in investing or retirement planning

Refurbished Tech - access to the latest models at affordable prices, with a 12-month warranty and 30-day money back guarantee.

Cycle to work scheme (salary sacrifice)

One day…