Complaints Lead / Manager - Housing Repairs
SR - CM ComplaintCam_1766148542 Posted: 19/12/2025
CONTRACT ROLE
Exciting Opportunity for a Complaints Lead / Manager
Working with a Large Housing group in North West London
Long term contract to permanent
Hybrid Position - Rate negotiable
Must demonstrate experience of successful management of complaints and housing ombudsman code and LGSCO in local authority / housing sector
The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performance
Experience driving customer service best practice and complaint resolution. Ability to motivate a team with clear direction and leadership. Strong people management skills. Ability to build and nurture strong working relationships with colleagues and clients. Advanced IT Skills including planning software's .
Essential:
1. Knowledge of Health & Safety legislation, and statutory requirements in relation to the role
2. Good understanding of Social Housing Building Maintenance and customer satisfaction.
Other key duties include:
3. Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
4. Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
5. Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
6. Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
7. Ensure team members understand their role and areas of responsibilities.
Requirement
8. Senior/Head of service role within a customer experience, customer resolutions and allocations within social housing - and ALMO experience is desirable
9. Experience of social housing regulation and working within the Housing Ombudsman complaint handling code
10. TSMs and increasing satisfaction
11. Customer Excellence accreditation
12. Working with the Board Member responsible for complaints
13. Strategic oversight of delivering the customer experience and meeting the Consumer Standards relevant to the customer experience
14. Working with Senior Leadership Team across SHP
15. Providing assurance reporting and management information to Board, the Client and the executive team
Desirable for candidate:
16. Excellent communication skills
17. Strong interpersonal skill working with people at all levels
18. Analytically skills to interpret data and monitor trends
19. Strong customer focus and excellent telephone manner
20. Leadership skills and the ability to motivate and develop staff
This role will be supporting new processes and working closely with management to achieve a strong and happy environment across the board.