Complaints Lead

About the Role / Job Summary:

Morgan Hunt are seeking a Complaints Lead responsible for leading and continuously improving complaint handling arrangements across Housing Services. This role ensures that residents receive fair, timely, professional, and customer-focused responses. The post holder will oversee the effective management of Stage 1 Complaints, Stage 2 Complaints, and Members Enquiries, ensuring compliance with the Housing Ombudsman Complaint Handling Code and driving service improvement through resident feedback.

Key Responsibilities:

• Lead and oversee the management of Stage 1 and Stage 2 Complaints and Members Enquiries.
• Monitor performance against response timescales, quality standards, and customer service expectations.
• Ensure responses are accurate, evidence-based, and compliant with policy and regulatory requirements.
• Support managers in investigating complaints and identifying appropriate resolutions.
• Act as the escalation point for complex and high-risk complaints.
• Promote early resolution and effective complaint handling across Housing Services.
• Identify trends and opportunities for service improvement based on resident feedback.
• Build effective working relationships across various teams to enhance complaint resolution.

Qualifications:

• Significant experience in managing complaints and investigations within housing or local government.
• Experience handling complex complaints and analysing performance data.
• Strong report-writing and presentation skills for senior leaders or governance forums.
• Experience developing policies and quality assurance arrangements.

Education Requirements:

• N/A

Experience Requirements:

• Experience of managing complaints in a regulated environment.
• Proven ability to drive service improvement through feedback.
• Strong stakeholder management and communication skills.
• Ability to work collaboratively across multiple teams.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.