Complaints Reporting and Resolution Lead
Job Introduction
Complaints Reporting and Resolution Lead
Salary: £36,793 - £39,539 per annum plus excellent benefits (The salary advertised reflects the pay award effective from 1st April 2026)
Location: Walsall, West Midlands (minimum of two days in the office)
Contract: Full Time, Permanent, 37 hours per week
Closing Date: 9th March 2026
Interview Date: 23rd March 2026
At whg complaints are a critical driver for learning, service improvement and accountability. We’re looking for a Complaints Reporting & Resolution Lead to take ownership of how complaints performance is reported, understood and acted upon across the organisation.
This role will lead the end-to-end complaints reporting and resolution oversight function ensuring insight is translated into action, learning is embedded, and performance supports compliance with the Housing Ombudsman’s Complaint Handling Code.
You’ll play a pivotal role in shaping how we use complaints data to drive improvement, ensuring teams across whg take ownership of actions and deliver better outcomes for customers.
Main job responsibilities:
- Lead the organisation’s approach to complaints performance reporting and resolution oversight, ensuring a clear link between insight, action and service improvement.
- Own internal and external complaints reporting, ensuring alignment with and compliance against the Housing Ombudsman’s Complaint Handling Code.
- Oversee the full complaints reporting lifecycle from requirements gathering and analysis through to insight generation and presentation to senior leaders and governance forums.
- Lead the tracking, monitoring and assurance of actions agreed through complaint resolutions, Ombudsman determinations and learning reviews.
- Provide clear visibility of progress, risks and impact, escalating where actions are overdue or not delivering intended outcomes.
- Analyse complaints data to identify trends, recurring issues and root causes, translating these into practical recommendations and improvement activity.
- Work with service areas to embed learning from complaints and support ownership of improvement actions.
- Develop and maintain consistent reporting frameworks, KPIs and reusable metrics for complaints performance.
- Strengthen data quality, recording practices and consistency across complaints systems and processes.
- Produce high-quality reports and insight for senior leadership, Boards, Committees and external stakeholders.
- Maintain a strong understanding of complaints processes, service standards and regulatory expectations.
We're looking for someone who has:
- Strong experience in performance reporting and data analysis, ideally within social housing, local government or a regulated environment.
- Excellent analytical skills, with the ability to interpret complex complaints data and identify trends, themes and root causes and translate into meaningful insights.
- High‑level proficiency in Excel and strong skills in PowerPoint for producing clear, professional reports and presentations.
- Excellent written communication skills, with a proven ability to produce clear, concise and impactful reports.
- Experience of tracking actions and providing assurance reporting on delivery and outcomes.
- Strong attention to detail and commitment to data accuracy and integrity.
- Ability to translate data and insight into practical recommendations for non‑technical audiences.
- Proven ability to manage competing priorities, meet deadlines and maintain high standards under pressure.
What’s in it for you?
In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.
We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.
About us
At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values— Trustworthy, Respectful, Accountable, Collaborative and Excellent — guide our work and our commitment to creating an inclusive workplace where everyone can thrive.
We have been recognised as a top employer in the prestigious Sunday Times Best Places to Work 2025. The awards celebrate the top employers in the UK who are leading the way in employee pride, job satisfaction and wellbeing, as well as reward and recognition.
We are proud to be a Disability Confident Employer, committed to providing opportunities and support for all applicants, including those with disabilities.
Interested in joining our team? Visit our website www.whg.uk.com and read Our 2030 Plan.
whg is committed to safeguarding and promoting the welfare of our customers and communities. Please note that for some roles, a Disclosure and Barring Service (DBS) check may be required as part of our pre-employment screening process.