Complaints Manager

Complaints Manager

Slough

£42.84 per hour

Full-Time | Hybrid Working (3 Days Office-Based)

Seven Resourcing are currently seeking an experienced Complaints Manager to take ownership of a high-impact service area within a well-established public sector organisation in Slough. This is a senior-level opportunity for a professional with strong leadership, governance, and investigative experience.

The Role

As Complaints Manager, you will lead and develop the organisation’s approach to handling complaints, statutory requests, and legal matters. You’ll ensure all cases are managed efficiently, fairly, and in line with legislation and regulatory frameworks.

This role plays a critical part in driving service improvement, ensuring lessons are learned from feedback, and maintaining high standards of accountability and transparency across the organisation.

Key Responsibilities

• Lead and manage the end-to-end complaints process, including complex and high-risk cases
• Oversee Stage 2 investigations, ensuring independence, consistency, and quality
• Supervise and support Investigating Officers and external Independent Investigators
• Manage responses to:
• Complaints and representations
• Freedom of Information (FOI) requests
• Subject Access Requests (SARs)
• Ombudsman enquiries and legal claims
• Act as a senior advisor to leadership teams on sensitive and escalated issues
• Work closely with legal teams, insurers, and external stakeholders
• Analyse complaint trends and performance data to identify risks and improve service delivery
• Lead organisational learning initiatives and deliver training on complaints handling and information governance
• Ensure accessibility of complaints procedures, including advocacy support where required
• Maintain compliance with all relevant legislation and best practice standards

Requirements

• Proven experience in a Complaints Manager or senior complaints/governance role
• Strong knowledge of complaints legislation, FOI, SARs, and Ombudsman processes
• Experience managing complex investigations within public sector or regulated environments
• Demonstrable leadership experience, including managing teams and external investigators
• Excellent analytical, communication, and stakeholder management skills
• Ability to influence senior leadership and drive organisational change

Why Work with Seven Resourcing?

At Seven Resourcing, we connect skilled professionals with meaningful opportunities where they can make a real difference. With nearly a decade of industry expertise, over 3,000 five-star reviews, and a reputation for award-winning service, we provide continuous support, career development, and access to rewarding roles that align with your experience and aspirations.