Complaints Team Leader

Location: Lewisham

Housing Complaints Team Leader

We are seeking an experienced Housing Complaints Team Leader to join a busy housing service on an initial 12 week placement, with potential for the role to become permanent.

This is an excellent opportunity for someone with strong knowledge of the housing complaints process, particularly Stage 2 investigations and Housing Ombudsman requirements, who can lead a small team to deliver high‑quality, timely and fair outcomes for residents.

Key Responsibilities

* Lead, support, and motivate a team of three Complaints Officers handling housing-related complaints.

* Oversee Stage 2 complaint investigations, ensuring responses are thorough, accurate, and in line with Ombudsman standards.

* Provide coaching, guidance, and quality assurance to ensure the team meets performance targets and service expectations.

* Act as a point of escalation for complex or sensitive cases.

* Work collaboratively with internal departments, contractors, and senior managers to resolve issues and drive service improvements.

* Ensure clear, empathetic, and professional communication with residents throughout the complaints process.

About You

* Strong experience handling Stage 2 complaints within housing or a similar regulated environment.

* Confident in managing or supervising staff, with the ability to motivate and support a small team.

* Excellent written and verbal communication skills.

* Strong organisational skills and the ability to manage competing priorities.

* Knowledge of Housing Ombudsman standards and complaint-handling best practice.

* Able to work in the SE London office at least two days per week.

If you’re an experienced complaints professional looking for your next challenge, we’d love to hear from you. Please apply now to be considered for a virtual interview, or contact Colby Robinson for further information