Complaints Team Manager

re you an experienced complaints leader who is passionate about delivering fair customer outcomes, developing high-performing teams and using customer insight to improve services?

Residential Management Group (RMG) is looking for a Complaints Team Manager to lead the delivery of a high-quality complaints service for customers and residents across a diverse property portfolio.

This is an influential role where you'll shape and deliver our complaints strategy, ensuring complaints are investigated thoroughly, resolved fairly and managed in line with regulatory requirements. You'll oversee complex property-related complaints involving areas such as service charges, repairs and maintenance, communal services, contractor performance, estate standards and customer communication.

You'll also help us make better use of CRM technology, automation and AI to strengthen case management, improve workflows and quality assurance, and turn customer feedback into meaningful service improvements.

This is a full-time, office-based role at our Northwich office, working between the hours of 8am and 6pm.

As Complaints Team Manager, you'll lead the day-to-day delivery of the complaints service, setting clear priorities and supporting colleagues to provide accurate, balanced and customer-focused outcomes.

You'll create and maintain a clear complaints strategy, translating it into measurable objectives, service standards and improvement plans. Using complaint outcomes, customer feedback and performance information, you'll ensure the service continues to meet customer needs and evolving regulatory expectations.

You'll oversee complex investigations, ensuring decisions are based on complete and accurate evidence, including leases, customer accounts, correspondence, inspection records, invoices, contractor updates and service histories.

Working closely with property management, finance, repairs, asset, legal, technology and supplier teams, you'll identify the underlying causes of complaints and help deliver sustainable improvements for customers.

• Leading the day-to-day complaints service, setting clear priorities and developing an accountable, customer-focused and high-performing team.
• Creating and delivering the complaints strategy, including measurable objectives, service standards, governance arrangements and improvement plans.
• Ensuring complaints are investigated thoroughly, fairly and within required timescales, in line with the relevant Housing Ombudsman Complaint Handling Code requirements and internal procedures.
• Overseeing complex property-related complaints involving service charges, major works, repairs, communal services, contractors, estate management and lease responsibilities.
• Completing quality assurance reviews of investigations, evidence, case records and written responses to improve consistency, accuracy and customer outcomes.
• Developing effective use of the complaints CRM, automation and AI to strengthen workflows, case ownership, reporting, analysis and quality assurance, with appropriate colleague oversight.
• Analysing complaint themes, risks and root causes, then working across the business to address recurring service failures and deliver sustainable improvements.

You'll be an experienced and confident complaints leader who understands how to balance regulatory requirements, customer expectations and operational priorities.

You'll be comfortable managing complex and sensitive cases, assessing detailed evidence and supporting colleagues to produce clear, accurate and customer-focused responses.

With strong leadership and stakeholder-management skills, you'll be able to build effective relationships across operational, financial, legal, technology and supplier teams. You'll also be confident using complaints data and customer insight to identify emerging risks and opportunities for improvement.

• Proven experience of leading, motivating and developing a customer-facing complaints or resolution team within a performance-focused environment.
• Experience of creating and delivering a complaints strategy, including governance arrangements, measurable objectives, service standards and improvement plans.
• Strong working knowledge of property management and complaints involving service charges, repairs, communal services, contractors, estate management and lease responsibilities.
• Experience of managing complex complaint investigations, reviewing…