Complaints Team Manager

re you an experienced complaints leader who is passionate about delivering fair customer outcomes, developing high-performing teams and using customer insight to improve services?

Where will I be working?

This is a full-time, office-based role at our Northwich office, working between the hours of 8am and 6pm.

More about your role

As Complaints Team Manager, you'll lead the day-to-day delivery of the complaints service, setting clear priorities and supporting colleagues to provide accurate, balanced and customer-focused outcomes.

You'll create and maintain a clear complaints strategy, translating it into measurable objectives, service standards and improvement plans. Using complaint outcomes, customer feedback and performance information, you'll ensure the service continues to meet customer needs and evolving regulatory expectations.

You'll oversee complex investigations, ensuring decisions are based on complete and accurate evidence, including leases, customer accounts, correspondence, inspection records, invoices, contractor updates and service histories.

Working closely with property management, finance, repairs, asset, legal, technology and supplier teams, you'll identify the underlying causes of complaints and help deliver sustainable improvements for customers.

What you'll be doing

• Leading the day-to-day complaints service, setting clear priorities and developing an accountable, customer-focused and high-performing team.
• Creating and delivering the complaints strategy, including measurable objectives, service standards, governance arrangements and improvement plans.
• Ensuring complaints are investigated thoroughly, fairly and within required timescales, in line with the relevant Housing Ombudsman Complaint Handling Code requirements and internal procedures.
• Overseeing complex property-related complaints involving service charges, major works, repairs, communal services, contractors, estate management and lease responsibilities.
• Completing quality assurance reviews of investigations, evidence, case records and written responses to improve consistency, accuracy and customer outcomes.
• Developing effective use of the complaints CRM, automation and AI to strengthen workflows, case ownership, reporting, analysis and quality assurance, with appropriate colleague oversight.
• Analysing complaint themes, risks and root causes, then working across the business to address recurring service failures and deliver sustainable improvements.

More about you

You'll be an experienced and confident complaints leader who understands how to balance regulatory requirements, customer expectations and operational priorities.

You'll be comfortable managing complex and sensitive cases, assessing detailed evidence and supporting colleagues to produce clear, accurate and customer-focused responses.

With strong leadership and stakeholder-management skills, you'll be able to build effective relationships across operational, financial, legal, technology and supplier teams. You'll also be confident using complaints data and customer insight to identify emerging risks and opportunities for improvement.

Essential skills and experience

• Proven experience of leading, motivating and developing a customer-facing complaints or resolution team within a performance-focused environment.
• Experience of creating and delivering a complaints strategy, including governance arrangements, measurable objectives, service standards and improvement plans.
• Strong working knowledge of property management and complaints involving service charges, repairs, communal services, contractors, estate management and lease responsibilities.
• Experience of managing complex complaint investigations, reviewing detailed evidence and producing clear, accurate and customer-focused outcomes.
• Experience of developing or improving a complaints CRM, including workflows, categorisation, controls and reporting, together with an understanding of automation and appropriately governed AI-enabled tools.
• Strong analytical, communication, coaching and stakeholder-management skills, plus a Level 4 qualification in Housing Management or an equivalent qualification, or a willingness to work towards one.

It would be great if you also have

• Experience of complaints management within residential property management, housing, block management or another regulated environment.
• Knowledge of leasehold legislation, service-charge principles, lease interpretation and the responsibilities of landlords, managing agents and leaseholders.
• Knowledge of the Housing Ombudsman Complaint Handling Code, relevant Scottish Public Services Ombudsman requirements or a comparable regulatory framework.
• Experience of working with property managers, contractors and specialist teams to resolve complex, cross-functional service issues.

What does RMG have to offer you?

You will not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers

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