Complaints Manager

We treat complaints as critical intelligence — not admin. They reveal where we fall short, where we must improve, and where swift action is needed to protect tenant trust.

We're looking for a high-calibre Complaints Manager who thrives in a regulated, demanding environment, is not afraid to challenge established ways of working and who brings the drive, resilience and leadership required to raise standards across our organisation. If you're the kind of leader who sees complexity as something to get stuck into — not shy away from — this is your opportunity to make a genuine impact across our organisation and on our tenant's lives.

The Role

You'll lead a team working at the sharp end of tenant experience: dealing with sensitive and often multifaceted issues that require strong judgement, calm decision-making and absolute professionalism. Responsibilities include, but aren't limited to:

• Set a high bar for complaints resolution, ensuring your team consistently delivers prompt, fair and well-evidenced outcomes that stand up to regulatory scrutiny, including the Housing Ombudsman's Code of Practice.
• Take ownership of the most complex and contentious cases, bringing clarity, balance and confidence to decision making.
• Use data to drive change — identifying patterns, root causes and systemic issues, then challenging senior leaders and service areas to act and improve.
• Lead the organisation-wide lessons-learned framework, driving change that improves services for thousands of tenants.
• Push our systems, processes and digital tools to be better, ensuring transparency, traceability and stronger decision-making.

About you

You won't be satisfied with simply ensuring compliance. You'll want to see evidence of improvement; proof that complaints are falling for the right reasons; and assurance that tenants feel heard and respected. You'll bring:

• Proven team leadership and management experience in complaints management within a complex regulated environment.
• Strong knowledge of housing legislation, regulatory standards and the Housing Ombudsman framework — or the capability to master it quickly.
• Sharp analytical capability and the ability to interpret complex data to tell a story, influence debate and highlight what needs to change.
• Professional courage: you can take tough decisions, stand by your reasoning, and navigate challenge with confidence.

Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

Please be advised that, due to the high-profile of this role, you will need to be prepared to work on-site a minimum of 3 days per week.

Applications close midnight on 9th December 2025.

Interested? Applying is easy – simply click the apply button. You will be directed to our candidate portal, there you can see a link to the full Role Profile and submit a comprehensive CV, alongside a cover letter, clearly explaining why you're the ideal candidate for the job.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

No agencies please.