Are you passionate about delivering excellent customer service and driving meaningful service improvements? Do you thrive in a fast‑paced environment where your decisions can make a real difference to residents? If so, we’d love you to join Crawley Homes as our new Complaints Manager.
This is an exciting opportunity to take the lead on performance‑managing complaints across the Crawley Homes division. You’ll ensure that we handle complaints effectively, fairly and in line with the Housing Ombudsman’s Complaint Handling Code.
Working closely with officers, contractors, senior managers, and residents, you will provide expert advice, coordinate complex investigations, and champion learning from complaints to improve the services we provide. This is a role with real influence – shaping policy, reporting to senior leadership, and supporting cultural change across our housing services.
You will be:
- managing stage one complaints performance across Crawley Homes, ensuring timely, high‑quality responses
- advising and guiding officers and contractors on complaint quality and best practice
- supporting stage two complaint investigations, including visiting residents where required
- preparing draft complaint responses and detailed case notes
- monitoring data, analysing trends, and presenting findings to senior management, contractors, and Member briefings
- producing quarterly and annual complaint performance and service improvement reports
- compiling evidence for the Housing Ombudsman and managing actions arising from determinations
- ensuring compliance with Consumer Standards and Tenant Satisfaction Measures
- leading workshops and training sessions to promote a strong customer-focused culture
- supporting the Tenant and Leaseholder Action Panel on complaint-related learning and improvements
We’re looking for someone who:
- has strong experience in complaint handling, ideally within social housing or a comparable sector
- can investigate complaints thoroughly and fairly, producing clear, well‑structured responses
- is confident analysing data, spotting trends, and presenting findings
- can work independently, meet tight deadlines, and manage competing demands
- communicates effectively at all levels and can challenge and influence officers and contractors
- demonstrates high‑performing, resilient and empathetic behaviour consistent with our values
Also desirable would be:
- experience working with housing management or complaints management systems
- knowledge of social housing legislation, Ombudsman requirements and tenant engagement
- Institute of Customer Service qualification or similar
- previous experience working in local authority or housing association settings
You will need to be educated to degree level or have extensive relevant experience in customer service and complaint handling. You will also need to have a minimum Level 4 Housing Management qualification (or willingness to work towards it).
Additional information
Full UK driving licence is required, and access to a vehicle for occasional business use. Basic DBS check required. Occasional out‑of‑hours working may be required (for example to attend cabinet meetings).
Employee benefits
Crawley is a great place to work, with a thriving business district and excellent transport connections including nearby Gatwick Airport. We are based in our modern Town Hall which opened in 2023 and is located a short walk from the town centre and railway station.
We offer a generous employee benefits package, with a range of discounts, benefits and wellbeing incentives to suit everyone.
At Crawley Borough Council, you will have access to a structured programme of learning from day one, designed to help you succeed in your role and grow your career.
#J-18808-Ljbffr…