Complaints Manager

Complaints Manager Role Type:
Permanent

Location:

Derbyshire, Swadlincote,Salary From: 46000

Salary To: 47000

Contact Name:
Lucie Houston8th July 2026 by Complaints Manager 46,000 – 47,000 Permanent Hybrid Swadlincote Hamilton Woods Associates are delighted to be partnering with a respected housing organisation to recruit a Complaints Manager on a permanent basis.

This is an excellent opportunity for an experienced complaints professional to lead a busy customer resolution service, ensuring complaints are handled efficiently, fairly and in line with regulatory expectations, while driving a culture of continuous improvement.

Responsibilities of the Complaints Manager include:

Managing the end-to-end complaints process, ensuring customers receive timely and effective resolutions

Leading, motivating and developing a dedicated customer resolution team to achieve high performance standards

Investigating complex and escalated cases, providing fair, balanced and evidence-based outcomes

Monitoring complaint performance, ensuring service standards and response deadlines are consistently achieved

Producing reports and analysing complaint trends to identify opportunities for service improvement

Working closely with managers across multiple departments to resolve issues and improve customer experience

Promoting a positive approach to complaint resolution and embedding lessons learned across the wider business

Requirements of the Complaints Manager include:

Previous experience managing complaints within social housing, local government or another regulated customer service environment

Strong knowledge of complaint investigation techniques and complaint handling best practice

Confident using Microsoft Office and customer management systems To be considered for this exciting role, please contact Connor Lamb – Recruitment Consultant at Hamilton Woods on or apply online with a covering note of your experience and suitability referencing the job r. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 – 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.