Customer Complaints Manager
| Posting date: | 19 June 2025 |
|---|---|
| Salary: | £50,000 to £60,000 per year |
| Additional salary information: | £50,000 - £60,000 |
| Hours: | Full time |
| Closing date: | 17 July 2025 |
| Location: | W9 2AR |
| Company: | Morgan Sindall Property Services |
| Job type: | Permanent |
| Job reference: | MSPS192965 |
Summary
We are looking to recruit a Customer Complaints (Feedback) Manager to join our team at our Goldney Road Hub in Westminster, W9 2AR
About the Role
As the Customer Complaints Manager, you will also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction.
Joining our team, you’ll be responsible for the management and administrative compliancy of the Morgan Sindall Integration System (MSi), with accountability for managing the business process systems, ensuring the attainment and compliance of KPIs.
This is a non-hybrid role working from the main Goldney Hub office and attending meetings with the client a various local office’s.
Key attributes to this role are as follows:
- Day-to-day administration of any new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot)
- Ensure complaints are handled in line with our complaints process including investigation to the relevant manager.
- Monitoring and accurately recording of all complaints/dissatisfaction surveys received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management.
- Daily provision of advice and guidance to operational colleagues on the handling of often complex and detailed complaints; including reviewing/formatting of draft responses prior to issue by site.
- Providing administrative support in relation to those complaints being investigated/adjudicated.
- Maintenance of Stage 1, 2, Ombudsman, Aftercare, dissatisfaction surveys registers, ensuring all are kept up to date, by recording the details of complaint, current status, timeframes for response and final outcome.
- Be involved in the development of a central feedback system for tracking and reporting on complaints and customer surveys feedback to ensure consistency and ISO compliance
- Communicate with staff to gain information for complaint/dissatisfaction surveys investigation and to convey policies.
- Where necessary provide admin support for the coordination of training including DA virtual sessions, customer care training etc.
- Liaise with client team on complaint responses and investigations.
- Provision of ad hoc data and information to the Senior Management Team and Board where required.
- Reviewing statistics on customer feedback and providing weekly monthly feedback to the business and client, on recommended areas of improvement and priorities.
- Developing cases studies of best practice to share as part of training and/or inductions of new starters.
- Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels.
- Promoting positive behaviours by sharing positive feedback with the business and recognising good performance by nomination via company’s Recognition Hub/benefits portal e.g. work perks vouchers/eCard ‘Thank you’.
- Good project management skills
- Good interpersonal skills
- Good IT skills/ability to use IT systems
About You
With previous experience working in a busy team, you’ll have managed a large team, ideally consisting of Team Leaders, Planners, Administrators and Apprentices, have excellent customer service skills and a focus on business improvement.
Candidates will have good working knowledge of Microsoft Office, with strong administration, organisational and communication skills, both written and verbal, with a proven track record of performance delivery against targets.
Desirable Qualification: Level 3 in Customer Service
Benefits
- 26 Days Holiday & Bank Hols
- Enhanced Pension Plan
- Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Work Perks Discounts & Vouchers
- Buy & Sell Holiday
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
- Learning & Development Opportunities
- Extensive Wellbeing Support, including EAP
- Loyalty & Values Awards
- Funded Professional Subscription
- Company Uniform
About Us
Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.
With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.
Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.
MSPS are proud to support the resettlement of armed forces personnel
Please refer to full job description upon completing your application.
We shortlist and interview for our roles throughout the duration of the advert. Therefore, we would encourage you to submit your application as soon as possible to avoid disappointment. We reserve the right to close any of our adverts prior to the stated closing date should we have a high volume of appropriate candidates.
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