Join a leading Housing Association in a high-impact role that plays a key part in shaping customer experience and service delivery. This Complaints Team Leader position offers the opportunity to lead on complex cases, support a high-performing team, and drive meaningful improvements across housing services. This role is offered on an initial 3-month contract with strong potential for extension, providing both immediate stability and longer-term opportunity.
You’ll be leading the end-to-end complaints process within a social housing environment, ensuring that cases are handled efficiently, fairly, and in line with regulatory standards. This is a rewarding opportunity for a Complaints Team Leader who enjoys combining hands-on case management with leadership, coaching, and service improvement.
We’d love to hear from anyone with a background as a Complaints Team Leader, Senior Complaints Officer, Customer Experience Team Leader, or Complaints Manager within social housing, especially if you’re passionate about improving tenant outcomes and driving service excellence. Please note: social housing experience is essential for this role.
As a Complaints Team Leader, you will be:
· Managing complex and high-level complaints within a social housing setting, ensuring timely and high-quality resolutions
· Coaching, mentoring, and supporting a team of Customer Experience Officers to drive performance and consistency
· Monitoring KPIs and ensuring complaints are resolved at the earliest opportunity
· Analysing complaint trends to identify root causes and implement service improvements
· Producing reports and insights to support operational and strategic decision-making
· Building strong relationships with internal stakeholders to ensure effective and tenant-focused outcomes
I’d love to speak to anyone who has:
· Essential: Experience handling complaints within social housing (housing association or local authority)
· Experience leading or supporting a team, including performance management
· A strong understanding of housing legislation, regulatory frameworks, and tenant expectations
· Excellent problem-solving skills with a structured and consistent approach
· Strong communication skills and confidence working with a range of stakeholders
Key requirements for this Complaints Team Leader role:
· Proven complaints experience within social housing is essential – applications without this will not be considered
· Ability to manage complex and sensitive cases
· Strong organisational and stakeholder management skills
The role is offering the following benefits:
· Initial 3-month contract with strong likelihood of extension
· A high-impact Complaints Team Leader role within a respected Housing Association
· Opportunity to lead, influence, and improve services for tenants
· Supportive, forward-thinking working environment
· Full-time office-based role
Travel & Location
This role is based in Birmingham (B15), working from a central office location with excellent transport links. The area is well connected via the A38 and A456, providing easy access from across Birmingham and the wider West Midlands.
Birmingham also benefits from extensive public transport options, including regular bus routes and nearby train stations such as Birmingham New Street and Five Ways, making commuting straightforward from surrounding areas.
If this Complaints Team Leader role sounds like your next opportunity, please apply now or contact Ryan Stewart at (url removed) or (phone number removed)