Job Description
Complaints Team Leader
South London Hybrid Working
An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London.
This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation.
Key responsibilities include:
- Managing and developing a team of Complaints Officers
- Overseeing complex and escalated Stage 2 complaints
- Leading engagement with the Housing Ombudsman
- Monitoring team performance, KPIs, and complaint handling quality
- Driving lessons learned and continuous service improvement
- Supporting operational teams to resolve complaints effectively and improve customer outcomes
The successful candidate will have:
- Previous experience leading within a housing complaints environment
- Strong knowledge of complaint handling and regulatory standards
- Excellent communication, investigation, and stakeholder management skills
- Experience managing high-volume caseloads and improving team performance
- A proactive, resilient, and customer-focused approach
This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents.
Immediate start is available, To be considered for a virtual interview as early as next week, Please apply now, or reach out directly to Colby Robinson for further information.