Complaints & Training Manager

Pinnacle Group are looking for a skilled, experienced and knowledgeable Complaints and Training Manager to work out of our busy contact centre in central Chelmsford.

Pinnacle Connect is our national 24/7 contact centre, supporting over 50 clients including Housing Associations and Local Authorities. It helps around 25,000 customers each month with repairs, emergencies and service queries. With fast response times and a dedicated team, Connect plays a key role in delivering excellent customer service across Pinnacle Group.

The Complaints & Training Manager is responsible for ensuring customers receive a fair, timely, and high‑quality resolution to complaints within Housing Ombudsman guidelines, while driving continuous improvement across service teams. This role combines operational leadership of the complaints function with ownership of the service training strategy—ensuring colleagues have the skills, knowledge, and confidence to deliver consistently excellent customer experiences.

The postholder will oversee root‑cause analysis, collaborate with Team Managers, Shift Managers and Client Leads to reduce repeat issues, and design and deliver training programmes that elevate customer service standards.

Pinnacle Group is a market‑leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place‑based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people‑first organisation with a values‑driven culture that has stood the test of time – reflected in the way we care for both our employees and our customers.

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

• Lead the end‑to‑end complaints process, ensuring all cases are handled in line with regulatory, legal, and organisational standards.
• Oversee workload allocation, case quality, response times, and customer satisfaction outcomes.
• Act as an escalation point for complex or high‑risk complaints.
• Monitor complaint trends and produce regular reports and insights for the Connect leadership team and external clients.
• Drive resolution strategies to prevent recurrence of issues and improve processes.

• Develop and deliver training programmes for frontline teams, including induction, refresher, and specialist modules for Pinnacle Connect Advisors and Team Managers.
• Work with operational leaders to identify skills gaps and capability needs.
• Maintain and continuously improve training materials, knowledge bases, and learning resources.
• Evaluate training effectiveness using performance data, quality assurance outcomes, and customer feedback.

• Lead root‑cause analysis and improvement initiatives based on complaint themes.
• Collaborate cross‑functionally to implement service, policy, or process improvements.
• Ensure regulatory updates and best practice changes are embedded across teams.
• Track and report on KPIs relating to complaints handling, training impact, and service quality.

• Manage, coach, and develop a high‑performing complaints team.
• Partner with Operations, Compliance, Client Complaint and other key teams.
• Provide clear, expert guidance on complaint policy, customer rights, and service standards.
• Represent the complaints function in governance, risk, and performance meetings.

• Experience in complaints handling, customer experience leadership, or service quality roles.
• Strong understanding of complaint legislation, regulatory requirements, and best practice.
• Proven ability to design and deliver engaging training sessions.
• Excellent written and verbal communication skills, with the ability to simplify complex information.
• Strong analytical skills and experience using data to drive insights and improvements.
• Confident leader with experience coaching and motivating teams.
• Experience in Contact Centre or similar…