Corporate Complaints Manager

This is an exciting opportunity to join CHS Group in this newly established post. Do you have the expertise and confidence to lead on complaint handling and help shape how we listen respond and improve for our customers If so this is an opportunity to make a real impact. As Corporate Complaints Manager youll play a key role in delivering a high-quality customer-focused complaints service ensuring every customer feels heard and supported.

You will be joining a long-established locally based and independent housing association with strong local partnerships. We have a reputation for delivering on our values of care openness and trust in our housing and community services. We continue to build on this strong foundation with ambitious plans to further develop our services and infrastructure.

Youll lead on our overall approach to complaint handling working with teams to support their complaint responses and help ensure we remain fully compliant with regulatory requirements including the Housing Ombudsman Complaint Handling Code.

Youll also use insight and data to drive service improvements helping us learn from feedback and strengthen the overall customer experience.

About the role

Reporting to the Executive Director Customers Services you will:

Monitor and where necessary promote improvements in compliance against our complaints and compensation policies ensuring timely and high-quality responses

Support customer facing teams to maintain a positive complaint handling culture and service through training sharing data and good practice

Lead on liaison with the Housing Ombudsman ensuring all enquiries are responded to and that CHS learns from cases.

Analyse complaint data and identify trends root causes and opportunities for improvement

Support continuous improvement across the complaints process and customer experience

Prepare our internal and external reporting and self-assessments and ensure they are published on time.

What Youll Bring

Youll bring a strong background in complaint handling and customer service along with the confidence to challenge and influence colleagues.

Experience

Experience of handling complex high-volume complaints within a social housing local government or other regulated organisation in a customer facing environment

Experience of implementing change to drive up standards and performance

Experience of using and improving databases / IT systems for customer and/or complaints data.

Experience of collating and presenting data to a range of audiences

Good knowledge of the Housing Ombudsmans Complaints Handling Code and regulatory framework for social housing

Skills

Excellent communication influencing and listening skills

Outstanding customer focus with the ability to balance empathy accountability and operational compliance

Excellent investigative and problem-solving skills

Excellent analytical skills using data to drive improvement

Understanding of safeguarding vulnerability and partnership approaches that support customers with complex needs

A collaborative and assertive approach to working with colleagues and teams to drive improvement

Qualification:

Level 4 housing qualification regulated by the Office of Qualifications and Examinations Regulation (Ofqual) or willingness to work towards.

Hybrid Working Arrangements the majority of the working week will be office-based in Histon in the first six months (probation period). Thereafter it may be possible to apply for a higher proportion of hybrid working with service delivery being the prime consideration.

Benefits of working for CHS Group:

Employee discount scheme (retail leisure gym membership and fitness equipment)

Doctor Care Anywhere (telehealth service offering private online GP and nurse appointments via video and phone)

Employee Assistance Programme

Financial wellbeing hub- access to advice and support from experts whether youre budgeting interested in investing or retirement planning

Refurbished Tech- access to the latest models at affordable prices with a 12-month warranty and 30-day money back guarantee.

Cycle to work scheme (salary sacrifice)

One day off a year to volunteer for a charity of your choice

30 days holiday increasing to 35 days per annum inclusive of bank holidays (pro rata for part-time staff) depending on length of service

Holiday purchase scheme - up to 5 days per annum (pro rata for part-time staff)

Company sick pay

58p per mile business mileage allowance

Refer a friend scheme (250)

Contributory pension scheme which both you and CHS contribute to

Enhanced maternity and paternity leave

Flexible Working Policy

Full induction

Comprehensive free training and development opportunities with paid time off

Free DBS (for relevant posts)

Free onsite/nearby parking

Hybrid Working Policy

Flexitime

As part of the recruitment and selection process candidates will be required to complete a Personality Profiler

CLOSING DATE FOR APPLICATIONS: Midnight Sunday 12th July 2026

INTERVIEWS: Friday 31st July 2026

INDMED

Founded in 1927 Cambridge Housing Society (CHS) is an independent housing association with over 3000 homes in Cambridge and Cambridgeshire. We are one of only two independent housing associations working just in Cambridgeshire and we are the only one to offer a blend of affordable rented homes specialist supported housing and a range of community support services.

We are here to enable people to flourish by providing security and creating opportunities through the delivery of high-quality Cambridgeshire based homes with support.