Senior Complaints Manager

Posting date:	18 June 2025
Salary:	£21.02 per hour
Additional salary information:	per hour
Hours:	Full time
Closing date:	17 July 2025
Location:	Thamesmead, SE28 8BF
Company:	Triumph Consultants Ltd
Job type:	Temporary
Job reference:	JM RQ1546313

Summary

What's involved with this role:

Senior Complaints Manager
JM RQ1546313 – Greenwich
Pay Rate: £21.02ph PAYE
Hours: 35 hours per week (Mon-Fri 09:00 – 17:00)
Contract: 5 months
Location: Thamesmead, London SE28 8BF





Our client is seeking an experienced Senior Complaints Manager to lead and support the effective resolution of complaints across all areas of the Repairs and Investment (R&I) Services, ensuring adherence to corporate policy and performance targets.
In this role, you will provide expert advice and guidance to staff, supervisors, and senior management to ensure the appropriate handling of complaints, Member Enquiries, Freedom of Information (FOI) requests, and other correspondence. You will play a key role in the investigation of complex cases, critically analysing evidence and relevant legislation to deliver fair and meaningful outcomes.

You will also support the Customer Experience Manager in the oversight of the Complaints Team, and deputise in their absence to ensure the continued delivery of a high-quality, efficient complaints service.



Key Responsibilities:

Ensure all complaints across the Repairs and Investment Service are responded to in accordance with corporate policy and performance targets.
Provide expert advice and guidance on complaints and case resolution to staff, supervisors, and senior management.
Assist in preparing responses and investigating complex complaints by evaluating legislation, government guidance, and internal policies.
Collaborate with the Customer Experience Manager to review and sensitively communicate investigation outcomes to complainants and their representatives.
Supervise and support the Complaints Team in the absence of the Customer Experience Manager, overseeing the delivery of a professional and responsive service.



You will be responsible for up to 12 team members when deputising for the Customer Experience Manager.



Main Duties:

Shift the service approach from process-focused to outcome-focused, delivering holistic customer services and improved experiences for residents.
Embed a culture of quality across Repairs and Investment Service responses to residents and stakeholders.
Assist in gathering information and drafting responses to complaints, Member and MP enquiries, and other correspondence.
Identify service improvement opportunities from complaint trends and escalate learnings to the Senior Management Team (SMT).
Support the training and development of staff, supervisors, and SMT in best-practice complaint handling.
Work with IT and the Customer Experience Manager to ensure CRM workflows align with current policy and are optimised for performance.
Quality-check draft responses produced by the Complaints Team in the absence of the Customer Experience Manager.
Collaborate with the Customer Experience Manager to supervise the Resident Engagement Leads involved in capital works projects.
Promote quality management and continuous improvement across the team, ensuring compliance with policies, standards, and procedures.
Participate in training and development opportunities, including those funded through the Council’s Apprentice Levy, where appropriate.
Ensure all duties are carried out in accordance with health and safety regulations, GDPR, and the Council’s Equal Opportunities and Customer Care policies.
Uphold the Council’s values by demonstrating fairness, respect, accountability, collaboration, and a commitment to improving residents’ lives.
Undertake additional duties or redeployments as reasonably required in response to emergencies or service demands.



Essential Requirements:
1. Complaint Handling & Customer Service

In-depth understanding of complaint-handling processes and procedures.
Strong knowledge of relevant legislation (e.g. Housing Ombudsman Code, GDPR, Equality Act).
Ability to handle and resolve complex and sensitive customer complaints effectively.
Strong writing skills for drafting clear, empathetic, and accurate responses.


Investigative & Analytical Skills


Ability to gather, assess, and interpret complex information, including policies, legislation, and complaint evidence.
Experience identifying trends in complaints and using data to inform service improvements.


Communication & Collaboration


Strong interpersonal and verbal communication skills to liaise with internal teams, residents, elected officials (Members and MPs), and external bodies.
Ability to communicate outcomes sensitively and diplomatically to complainants and stakeholders.
Confidence to advise and influence colleagues at all levels, including senior management.


Leadership & Supervision


Proven experience supervising or managing a team.
Ability to lead and motivate staff, particularly in the absence of a manager.
Experience supporting training and development of team members.


Quality Assurance & Service Improvement


Experience embedding a culture of continuous improvement and quality management.
Ability to review written responses and ensure they meet professional standards and policy compliance.
Ability to identify service improvement opportunities and escalate to leadership.



If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.



1

Job Ref: JM RQ1546313


Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.