Complaints & Feedback Manager
Stretford, Manchester
Housing Association
6 Months
35 hours
£34.77 LTD / £29.64 PAYE (inc hol)
Are you an experienced Complaints & Feedback Manager looking for a new opportunity in the housing sector? Our client, a leading Housing Association, is seeking a skilled professional to lead and manage customer complaints and feedback processes, ensuring continuous service improvement.

THE ROLE
As the Complaints & Feedback Manager, you will be responsible for managing the end-to-end complaints and feedback process, ensuring compliance with policies and driving improvements in customer service.

• Act as the first point of contact for tenancy, leasehold, and scheme management issues.


• Oversee complaints handling, ensuring timely and fair resolutions.


• Conduct compliance and health & safety checks across schemes.


• Support customers in sustaining their tenancies and maintaining independence.


• Work with external agencies and internal teams to improve customer service.


• Monitor and manage social alarm systems for Independent Living Schemes.


• Encourage resident engagement and participation in community activities.

THE CANDIDATE
The ideal candidate will have previous experience in a similar Complaints & Feedback Manager role within the housing sector.

• Strong understanding of housing management and tenancy law.


• Experience in customer complaints handling and resolution.


• Knowledge of health & safety, safeguarding, and compliance regulations.


• Excellent communication and stakeholder engagement skills.


• Ability to work flexibly and travel between sites as required.

THE CONTRACT

• 35 hours per week, Monday - Friday.


• 6-month contract.


• £34.77 per hour LTD company rate.
  
  The PAYE equivalent is £29.64 per hour, inclusive of holiday.

HOW TO APPLY
To apply for this role, please email a copy of your CV to lee.mcmillan@servicecare.org.uk or call 01772 208966 01772 208966 to discuss the role in more detail!
If the role is more suited to someone you know, we offer a £250 referral bonus for every successfully referred candidate