Complaints Team Leader

Complaints Team Leader South London | Hybrid Working An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London. This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation. Key responsibilities include: * Managing and developing a team of Complaints Officers * Overseeing complex and escalated Stage 2 complaints * Leading engagement with the Housing Ombudsman * Monitoring team performance, KPIs, and complaint handling quality * Driving lessons learned and continuous service improvement * Supporting operational teams to resolve complaints effectively and improve customer outcomes The successful candidate will have: * Previous experience leading within a housing complaints environment * Strong knowledge of complaint handling and regulatory standards * Excellent communication, investigation, and stakeholder management skills * Experience managing high-volume caseloads and improving team performance * A proactive, resilient, and customer-focused approach This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents. Immediate start is available, To be considered for a virtual interview as early as next week, Please apply now, or reach out directly to Colby Robinson for further information