Complaints Improvement Manager

Reference: SEP20252306

Benefits: Competitive salary, 29 days annual (pro rata for part time), 4% - 6% pension contribution and much more

Attachments:

• RecruitmentPack_2024(1)(2).pdf
• ComplaintsImprovementManagerJD(2).pdf

Complaints Improvement Manager - London, England - Hybrid 2 office days per week - Circa £60,000

The Complaints Improvement Manager will be responsible for the full end-to-end complaints process, and act as Wandle's subject matter expert on complaints handling. We are focused on re-building trusted relationships with our tenants through the creation of a new team, that will drive up the standards of complaint resolution here at Wandle.

What You’ll Do:

• Leadership: Lead and develop a team of Complaints Officers to deliver a high performing, customer focused service.
• Management: Manage the end-to-end complaints process, ensuring timely triage, effective investigation, and high quality responses.
• Coordination: Coordinate responses to the Housing Ombudsman, manage the portal, and ensure learning from decisions is shared.
• Expertise: Be our subject matter expert on complaints handling.
• Organisation: Ensure effective document control and record keeping to ensure transparency and accountability.

What We’re Looking For:

• Experience: Experienced Line Manager who has successfully built and led a high performing team.
• Experience: 2-3 years of experience of leading a complaints or improvement team within a Housing Association.
• Ability: Proficient at working with customers and colleagues to deliver positive outcomes and improve services.
• Ability: Have high levels of personal judgement and the ability to provide constructive feedback to others.

Ready to make a real impact? Apply now and help shape the future of Wandle for our Tenants.

Closing date: 15th October at 11:59pm

Shortlisting: 16th & 17th October 2025

Telephone Interviews: 21st-23rd October 2025
Interviews: 27th - 31st October 2025

Please note, Wandle is not able to support any visa sponsorship requests. You need to have the right to work in UK to be considered for this role.