Complaints Manager

Salary: £45,276 per annum

Location: Flexible - able to travel within our operating region

Hours: 37 hours per week

Position Type: {Advertised Full Time / Part Time}

Expiry Date: 04/06/2026 23:59

The Vacancy

Are you an experienced, dynamic leader with a passion for delivering high quality customer outcomes and driving service improvement? We have an exciting opportunity for a Complaints Manager to lead our Complaints Team.

In this role, you will lead Complaints Team Leaders, ensuring complaints are managed fairly, consistently and in line with regulatory requirements. You’ll play a key role in shaping a positive complaints culture, where learning, accountability and high standards drive continuous improvement.

You will ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements, overseeing high quality investigations and responses that are accurate, evidence based and empathetic.

Working closely with operational teams, you’ll identify themes, trends and root causes, ensuring learning is embedded and service improvements are delivered. You’ll also provide clear insight, reporting and presentations to leadership teams, panels and governance groups.

This role includes supporting the wider organisation, including providing cover for the Head of Complaints and Learning and contributing to corporate projects.

About you

You’ll be an experienced leader with a strong background in complaint handling within a customer focused or regulated environment. You’ll bring a passion for delivering fair outcomes, alongside a commitment to continuous improvement and learning.

You’ll be a confident and credible people leader, comfortable managing performance, holding constructive and sometimes challenging conversations, and supporting colleagues to meet high standards. You’ll create a culture where expectations are clear, people feel supported and performance is actively developed.

You’ll have:

• Strong understanding of complaint handling frameworks, particularly the Housing Ombudsman Complaint Handling Code
• Experience delivering coaching, training or capability development
• Previous team leadership experience both remotely and in person
• A track record of influencing stakeholders to achieve positive outcomes
• Excellent written and verbal communication skills, with the ability to deliver high quality, evidence based responses
• Strong analytical ability, using data to identify trends, risks and opportunities for improvement
• Confidence working collaboratively with stakeholders to influence change and improve services
• The ability to manage competing priorities and work effectively under pressure

It would also be beneficial if you bring:

• A CIH Level 4 or 5 qualification, or a willingness to work towards this
• Experience using complaint handling or case management systems

You’ll be comfortable working in a changing environment, supporting new ways of working and ensuring consistently high standards across your team.

You’ll lead by example, balancing care, compliance and performance in how your team operates.

This is a hybrid role enabling you to work from home. As travel will be required for the role you will be suitably based to enable you to travel to our offices in Devizes, Frome or Andover. You will have a full UK driving licence and access to a vehicle for work purposes.

What’s in it for me

We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

• Flexible working – whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs
• A focus on colleague wellbeing – workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan
• We invest in colleagues’ careers and development through our leader and colleague development frameworks
• Defined Contribution Pension and attached life assurance
• Volunteering hours available to all colleagues to enable them to give back
• Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more
• Enhanced leave
• We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives

Ready to apply?

To apply, please use the information provided in the advert and role profile to tell us why you would be a great fit for the role. Please upload your latest CV using the Apply Now button.

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.

All candidates will be required to verify their right to work in the UK prior to commencement of employment.

The Company

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