Office Support

Customer Resolution Manager



Per hour


Your Contact

Brooke Stebbings-Kirby

Senior Consultant | Office Support

Your next role

It’s time for the next step.
You’ve earned it.

We are seeking a proactive and experienced Complaints Manager to lead our Complaints Team for one of London Organisations. The Complaints Manager will oversee the handling and resolution of all complaints, ensuring they are addressed promptly and effectively. This role requires exceptional leadership skills, a deep understanding of complaint management processes, and a commitment to improving service quality and customer satisfaction.

Complaints Manager

12-18 months contract

£35.00phr umbrella

Office based in West London

Are you a seasoned professional with a passion for enhancing customer satisfaction and resolving issues? We are looking for a dynamic Complaints Manager to lead our dedicated Complaints Team. In this pivotal role, you will oversee the handling and resolution of all resident complaints, ensuring they are addressed promptly and effectively. You will bring your exceptional leadership skills and deep understanding of complaint management processes to drive service quality improvements and foster a culture of accountability and continuous improvement. Join us in making a positive impact on our community by ensuring every resident's voice is heard and valued. Apply today to be part of a team committed to excellence and proactive problem-solving.

Key Responsibilities:

  1. Team Leadership:
    • Lead, mentor, and develop the Complaints Team, fostering a culture of accountability, professionalism, and continuous improvement.
    • Set clear performance objectives for team members and provide regular feedback and support to achieve these goals.
    • Conduct training sessions and workshops to enhance the team’s complaint handling skills and knowledge.
  2. Complaint Management:
    • Oversee the receipt, logging, and investigation of all complaints, ensuring they are handled in line with council policies and statutory requirements.
    • Ensure all complaints are thoroughly investigated and resolved in a timely manner, maintaining accurate records of each case.
    • Develop and implement strategies to prevent recurrence of common issues and improve overall service delivery.
  3. Customer Focus:
    • Act as the primary point of contact for complex and escalated complaints, ensuring residents receive timely and satisfactory resolutions.
    • Communicate effectively with residents, demonstrating empathy and understanding while addressing their concerns.
    • Monitor customer feedback to identify trends and areas for improvement, making recommendations for service enhancements.
  4. Process Improvement:
    • Analyze complaint data to identify patterns and root causes, using this information to drive continuous improvement initiatives.
    • Collaborate with other departments to streamline processes and enhance the overall customer experience.
    • Implement best practices and innovative solutions to improve the efficiency and effectiveness of the complaints handling process.
  5. Reporting and Compliance:
    • Prepare regular reports on complaint trends, outcomes, and team performance for senior management and relevant stakeholders.
    • Ensure compliance with all relevant legislation, regulations, and council policies related to complaints management.
    • Keep abreast of changes in legislation and industry best practices, ensuring the council’s complaints handling procedures remain up-to-date and effective.


  • Bachelor's degree in a relevant field (e.g., Public Administration, Business Administration, Social Work) or equivalent experience.
  • Proven experience in a complaints management role, preferably within a public sector or housing environment.
  • Strong leadership and team management skills, with a track record of developing high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to handle sensitive situations with empathy and discretion.
  • Demonstrated ability to analyze data, identify trends, and implement process improvements.
  • Comprehensive knowledge of relevant legislation and regulatory requirements.
  • Proficiency in using complaint management software and other relevant IT systems.

Key Competencies:

  • Customer Focus: Demonstrates a deep commitment to understanding and meeting the needs of residents.
  • Leadership: Inspires and motivates the team to achieve high standards of performance and service excellence.
  • Analytical Thinking: Effectively analyzes data to identify trends and develop actionable insights.
  • Communication: Clearly conveys information and ideas, fostering open and effective communication with all stakeholders.
  • Problem-Solving: Identifies and resolves issues promptly and effectively, using sound judgment and decision-making skills.

Senior Consultant | Office Support

Brooke Stebbings-Kirby

Brooke tackles every task with gusto, she’s not afraid to get on the phone to source the very best talent she can, and the very best talent is more than happy to work with her because they know she is trustworthy, kind, and committed.
Your ambition is our ambition.
Your ambition is our ambition.

Request a call back

Speaking with one of our skilled recruitment practitioners is always a great first step. You can request a call back at a time convenient to you.