Complaints Manager

The views of our customers and their experiences of the services we provide are important to Connexus. We want to know when things have gone well but also when we dont get things right so that we can learn from our mistakes and make improvements to our services. We encourage complaints and have recently experienced an increase in the number of complaints we receive.

We are therefore looking for an additional Complaints Manager to work with our existing Complaints Team and take a flexible and proactive approach to supporting our complaint handling and the workload involved. This includes guiding colleagues who respond to complaints personally responding at Stage 1 and Stage 2 where needed and using data and evidence to drive improvements. The successful candidate will be responsible for keeping complaint data accurate and up to date interpreting trends and providing feedback and constructive challenge to teams to improve services.

As you will be working across all teams our ideal candidate will have a good understanding of a social landlords responsibilities including ASB handling responsive repairs and planned maintenance and be able to look at issues from a customer perspective rather than expecting a customer to fit in with our way of doing things.

You will need excellent communication and time management skills along with a curious nature attention to detail level head and a flair for problem solving.

If you can answer yes to the following wed love to hear from you:

• Are you driven by the need to understand the root cause of an issue and help others to take action to reduce the possibility of a recurrence
• Are you open-minded and evidence driven
• Do you believe that complaints are positive interactions

This role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices with Head office at Craven Arms and travel to other offices as required.

Shortlisting date: 17 August 2026

Interview date: 21 August 2026

About Connexus

Connexus is a rural housing association with its heritage in Shropshire and Herefordshire providing good quality affordable and safe homes that customers are proud to live in. We create inclusive neighbourhoods sustainable rural communities and provide services that support our customers to build a life in their home. The work our teams do is varied and no two days are the same.

We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic here to support colleagues at every step of the way with training and development opportunitieshelping youmakethe most of your you want to work with like-minded people and would like to make a difference to the lives of our customers Connexus could be the right fit for you.

Connexus is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce this is because we really understand the importance of different voices experiences perspectives and backgrounds within our workforce. We strongly encourage applications from members of underrepresented groups.

Connexus is a community focused rural housing group with over 10500 homes across Shropshire and Herefordshire.

Our people are passionate about the services we provide and we will invest in them and empower them to provide a great service to all of our customers.

Our clear focus is excellent service delivery.