Complaints and Compliance Manager
| Posting date: | 22 September 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £44,494 plus £4,145 Car Allowance |
| Hours: | Full time |
| Closing date: | 22 October 2025 |
| Location: | Liverpool, L11 0EL |
| Company: | Torus Group |
| Job type: | Permanent |
| Job reference: | 570 |
Summary
Job Advert
At HMS, we’re passionate about delivering exceptional services to our customers, clients, and communities. We’re now looking for a
Complaints & Compliance Manager to join our leadership team and play a key role in driving our Customer Excellence Strategy.
This is a fantastic opportunity for a motivated professional to lead on complaints, compliance, and customer insight, while also
shaping our Corporate Social Responsibility (CSR) activity and supporting continuous improvement across the business.
What you’ll be doing:
* Leading on complaints handling and customer communications, ensuring swift resolution and meaningful learning.
* Analysing customer feedback data (via Delighted) to identify trends, improve service, and boost satisfaction.
* Acting as HMS’s customer champion – keeping customer needs at the heart of everything we do.
* Supporting quality management activities, including corrective action processes and maintaining ISO registrations.
* Leading the company’s Corporate Social Responsibility (CSR) strategy, driving community investment and positive social impact.
* Supporting operational teams to deliver safe, efficient, and customer-focused construction and maintenance services.
* Preparing reports and insights for senior leaders, the board, and external stakeholders.
* Being a visible and proactive member of the HMS leadership team.
What we’re looking for:
* Experience working in the repairs and maintenance industry
* Proven track record in delivering high-quality, customer-facing services.
* Strong experience in complaints handling and service improvement.
* Experience in a management or supervisory role, with the ability to motivate, coach, and lead others.
* Confident communicator with strong influencing and presentation skills.
* Demonstrable ability to manage change, embed best practice, and drive continuous improvement.
* A management, construction, or business qualification (NVQ Level 3 or equivalent) or willingness to work towards one.
* Full UK/EU driving licence and ability to travel across our North West sites.
Interview process:
* Candidates will undergo in-person interviews, consisting of competency-based questions. Interviews will take place on 15th and
17th October at our Stonebridge office.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* Enhanced DBS check
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.
At HMS, we’re passionate about delivering exceptional services to our customers, clients, and communities. We’re now looking for a
Complaints & Compliance Manager to join our leadership team and play a key role in driving our Customer Excellence Strategy.
This is a fantastic opportunity for a motivated professional to lead on complaints, compliance, and customer insight, while also
shaping our Corporate Social Responsibility (CSR) activity and supporting continuous improvement across the business.
What you’ll be doing:
* Leading on complaints handling and customer communications, ensuring swift resolution and meaningful learning.
* Analysing customer feedback data (via Delighted) to identify trends, improve service, and boost satisfaction.
* Acting as HMS’s customer champion – keeping customer needs at the heart of everything we do.
* Supporting quality management activities, including corrective action processes and maintaining ISO registrations.
* Leading the company’s Corporate Social Responsibility (CSR) strategy, driving community investment and positive social impact.
* Supporting operational teams to deliver safe, efficient, and customer-focused construction and maintenance services.
* Preparing reports and insights for senior leaders, the board, and external stakeholders.
* Being a visible and proactive member of the HMS leadership team.
What we’re looking for:
* Experience working in the repairs and maintenance industry
* Proven track record in delivering high-quality, customer-facing services.
* Strong experience in complaints handling and service improvement.
* Experience in a management or supervisory role, with the ability to motivate, coach, and lead others.
* Confident communicator with strong influencing and presentation skills.
* Demonstrable ability to manage change, embed best practice, and drive continuous improvement.
* A management, construction, or business qualification (NVQ Level 3 or equivalent) or willingness to work towards one.
* Full UK/EU driving licence and ability to travel across our North West sites.
Interview process:
* Candidates will undergo in-person interviews, consisting of competency-based questions. Interviews will take place on 15th and
17th October at our Stonebridge office.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* Enhanced DBS check
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.