X1 Sales and Lettings - Complaints Manager - 12 month maternity cover X1 are looking for a fast paced, professional and highly organised person to join our friendly, vibrant and successful team as our Complaints Manager in Manchester on a fixed term basis for 12 months maternity leave cover. Welcome to X1 X1 Sales and Lettings is a successful and rapidly expanding business covering Sales, Lettings, Property Management and Block Management with offices in Liverpool, Leeds, Manchester and Kent, an expert qualified team base of over one hundred and forty team members and a managed portfolio of over 5000 properties across the Northwest and Kent. Our X1 goal is to develop a culture built around exceptional people, exceptional products and exceptional customer service. For more information please visit the X1 Sales and Lettings & X1 Developments website or our social media pages. Our Values We pride ourselves on developing and rewarding our team and making sure everyone plays a part in the continuing success of our company. We operate by the values of Teamwork, Accountability, Quality, Fun, Compliance and Flexibility. About the role We are looking for a confident and knowledgeable Complaints Manager to work for X1 taking ownership of all formal complaints and also act as point of contact for rental arrears escalations. You will: Manage and respond to all tenant complaints, ensuring full compliance with our internal procedures and external regulatory requirements (including TPO). Act of escalation point for rent arrears, ensuring all escalations are handled correctly and in line with current UK legislation and company policy. This position requires up-to-date expertise in UK lettings legislation, particularly around complaints handling and ideally experience in dealing with rental arrears. You'll be a key part of maintaining service standards and protecting the company's reputation. Key Responsibilities include: Take full ownership of formal complaints, ensuring prompt, fair, and well-documented investigation and resolution, ensuring deadlines are met Respond in writing with clear, professional, and compliant outcomes aligned with internal policy and guidelines. Escalate cases appropriately where required Analyse complaint trends and liaise with management to identify any underlying performance concerns linked to complaints Attend monthly review meetings to report on complaint volumes, outcomes, and recurring issues. Act as escalation point for process of rental arrears Manage those responsible for chasing and managing tenant rent arrears in line with internal procedures. Produce weekly reports and provide insight to senior leadership. What We Are Looking For Excellent written and verbal communication. Strong working knowledge of UK rental legislation and complaint handling processes. Demonstrable experience personally handling and resolving complaints in a lettings environment. Ability to manage a high-performing team and ensure legal compliance in arrears handling. Organised, professional, and calm under pressure Skilled in identifying root causes of service failure and driving improvements. Proficient in property management systems (Reapit experience desirable). We Offer Many staff perks such as complimentary on site gym, X1 loyalty card giving discounts across many local businesses. 25 days annual leave plus Bank Holidays and additional time off over Christmas. Salary: Competitive Department - Lettings Location: Manchester Media City Contract type - Fixed term 12 months maternity cover, with strong possibility of a permanent role with the company for the right candidate Hours - 9.30am - 5.00pm Monday to Friday, with an early 4.30pm finish on Fridays