Complaints Manager

Position: Complaints Manager (Housing) (Permanent)
Resident Complaints & Communications Manager

Salary: £50,000 per annum + benefits

Location:

North Hertfordshire

Hours:

Full-time, 37.5 hours per week

Are you passionate about resident experience, effective communication, and driving service improvement in social housing? This is a fantastic opportunity to take on a highly visible and influential role where your work will make a real difference to residents and communities.

We are recruiting an experienced Resident Complaints & Communications Manager to lead on complaint handling, resident engagement, and organisational communications for a forward-thinking housing provider.

The Role

This is a strategic and hands-on role, combining leadership, problem-solving, and communication expertise. You will manage resident complaints in line with the Housing Ombudsman Complaint Handling Code, while also shaping and delivering clear, consistent communication strategies that build trust and transparency.

You’ll work closely with senior leaders and frontline teams, using insight from complaints and resident feedback to drive learning, service improvement, and positive cultural change.

Key Responsibilities

* Lead and oversee complaint handling processes, ensuring compliance with regulatory standards

* Build strong, constructive relationships with residents and stakeholders

* Analyse complaint trends to identify root causes and drive service improvements

* Develop and implement communication, PR, and engagement strategies across multiple channels

* Manage reputational risk, including responses to press enquiries

* Oversee branding, publications, and digital communications, including website content

* Line-manage and support team members to deliver excellent customer service

* Promote a learning culture by working collaboratively with teams during complaint investigations

About You

You’ll be a confident, credible professional with a strong background in complaints management, communications, or resident services within housing or a similar sector.

You will bring:

* In-depth knowledge of housing associations and the social housing sector

* Proven experience managing complaints, customer service, or resident engagement functions

* Strong leadership and team management skills

* Excellent written and verbal communication, with the ability to influence at all levels

* A strategic mindset, coupled with the ability to deliver at pace

* Experience managing projects, budgets, and cross-functional initiatives

* The confidence to take accountability and make sound, evidence-based decisions

A relevant housing, customer service, or PR qualification is desirable, though equivalent experience is equally valued.

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business