Are you an experienced complaints professional with strong leadership skills and a passion for driving service excellence?
We're looking for an Escalations Team Manager to join us to set up and lead our brand new Final Stage Complaints Team. You will play a pivotal role in shaping how we learn from complaints, manage risk, and continuously improve services for our customers.
This is a key leadership role within our Customer Experience Management Team. You'll take ownership of high-level and complex complaints, including those raised with the Board, Executive Team and Housing Ombudsman, ensuring robust investigation, effective resolution and meaningful organisational learning.
If you're confident working in a regulated environment, comfortable engaging with senior stakeholders, and motivated by delivering improvements that truly make a difference — we'd love to hear from you.
About The Role
As Escalations Team Manager, you will:
Line manage and develop a team of Final Stage Complaint Handlers, ensuring high-quality, customer-focused responses in line with the Housing Ombudsman Complaint Handling Code.
Take lead responsibility for high-level and executive complaints, ensuring they are acknowledged, investigated and resolved within required timescales.
Act as the organisation's internal expert on the Housing Ombudsman Complaint Handling Code and wider regulatory expectations.
Lead robust risk mitigation while complaints remain within the internal procedure.
Ensure root cause analysis is embedded in all final stage investigations, identifying clear and deliverable service improvements.
Work closely with Heads of Service and Directors to implement learning and improvements arising from complaints.
Produce timely performance reports and trend analysis for senior stakeholders.
Champion excellent complaint handling across the organisation, raising awareness of risks and best practice.
You'll be the "go-to" person for escalated complaints and a trusted advisor to senior colleagues, influencing positive change across the organisation.
What You'll Bring
We're looking for someone with substantial experience in complaints handling within social housing or another regulated environment.
You Will Have
Strong knowledge and working experience of the Housing Ombudsman Complaint Handling Code and the regulatory framework for housing associations.
Experience managing complex, high-risk and executive-level complaints.
A proven ability to analyse complaints data, identify trends and produce meaningful reports.
Strong risk management skills and experience delivering services in line with formal policies and procedures.
Experience influencing senior managers and working collaboratively across teams to drive service improvements.
Excellent communication skills, both written and verbal, with the confidence to engage at Board and Executive level.
The ability to lead, coach and inspire a team to deliver to high standards.
A proactive, solution-focused approach with excellent organisational skills.
High levels of IT literacy, particularly in Microsoft Office.
Why Join Us?
This is an exciting opportunity to take a leading role in strengthening our complaints service, embedding learning, and shaping how we deliver exceptional customer experience across Platform.
If you're ready to lead with integrity, influence positive change, and make a real impact — click "Apply Now" and upload your CV.
For more information, please refer to the full Job Description, Escalations Team Manager FINAL, or contact
Closing date: Monday 2nd March
Interviews: Tuesday 10th March (Worcester office)
We encourage early applications as we may close the advert sooner if we receive a high volume of interest.