Overview
Join a leading Housing Association in a high-impact role that shapes 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 improvements across housing services. The role is offered on an initial 3-month contract with strong potential for extension, providing both immediate stability and longer-term opportunity.
You will lead the end-to-end complaints process within a social housing environment, ensuring cases are handled efficiently, fairly, and in line with regulatory standards. This role combines hands-on case management with leadership, coaching, and service improvement.
Responsibilities
- Manage complex and high-level complaints within a social housing setting, ensuring timely and high-quality resolutions.
- Coach, mentor, and support a team of Customer Experience Officers to drive performance and consistency.
- Monitor KPIs and ensure complaints are resolved at the earliest opportunity.
- Analyse complaint trends to identify root causes and implement service improvements.
- Produce reports and insights to support operational and strategic decision-making.
- Build strong relationships with internal stakeholders to ensure effective and tenant-focused outcomes.
Experience & Qualifications
- 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
- 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.
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.
Location & Travel
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. Public transport options include Birmingham New Street and Five Ways.
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).
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