Customer Complaints Manager

Location: Newcastle upon Tyne

Customer Complaints Manager

Homeworking with some travel to Newcastle under Lyme

£45,250

Would you like to work for a Sunday Times Best Places to Work organisation?

Do you believe in the power of listening, learning, and doing the right thing for customers every time? Are you an experienced leader who can inspire high standards, champion fairness, and drive meaningful change? If so, this role could be perfect for you.

We’re looking for a Customer Complaints Manager to lead our centralised complaints service and ensure that every customer who raises a concern feels heard, respected, and supported. You’ll set the tone for excellent complaint handling across the organisation, guiding your team, shaping policy and practice, and ensuring full compliance with the Housing Ombudsman’s Complaint Handling Code.

This is a role where your leadership will genuinely make a difference. You’ll oversee Stage 2 and high‑risk cases, build strong relationships with senior stakeholders, coordinate our responses to the Housing Ombudsman, and use insight from complaints to improve services and outcomes for our customers.

If you’re driven by doing what’s right, confident in navigating complex cases, and passionate about helping others grow, we’d love to hear from you.

Closing date: 29th March

Interviews will be held during w/c 6th April