Complaints and Improvement Manager

Longhurst Group
Home based (Travel as required across our geography- Midlands/East of England)
Up to £40,481.99 per annum
19 Jul 2021
04 Aug 2021
Contract Type
Full Time

Complaints and Improvement Manager

Salary: Up to £40,481.99 per annum

Location: Home based (Travel as required across our geography- Midlands/East of England).

Contract: Permanent


Job Reference: LHGIC639009


Applications close on 4th August 2021  

Interview date – 18th or 19th August 2021 – Interviews at the Rushden office 


Are you ready to lead our Complaints Team?


Inspirational leadership skills, quality driven and previous experience of leading a high performing customer facing team, if this sounds like you then this is your opportunity to explore joining one of the East of Englands leading housing associations. Offered on a permanent 36.25hr per week basis you’ll be joining the Complaint and Improvement Team at a time when you can influence its direction and make your mark. Within this new role you’ll be championing a customer-centric culture across the organisation and seeking innovate ideas to improve our complaint handling service.


With each day being different you’ll use your excellent relationship building, negotiation and influencing skills to champion a positive complaints culture.  You’ll be confident in bringing ideas forward and giving clear direction and leadership to your team and colleagues. Using complaint feedback to analyse trends, identify areas for improvement and work with others to develop improved working practices across the business is a must.


We’ll provide you with the opportunity to fully develop your leadership skills, support your career progression and showcase your talent. By engaging with a wide range of colleagues, stakeholders, and partner contractors you’ll have access to all aspects of the business.  This is a great opportunity to lead a team who makes a real difference.


We’re looking for someone who can hit the ground running so ideally within your career you have developed a strong experience in a complaints-based management role.


If you perform best when leading a team within a fast-paced customer focused environment, then this could be the role for you. A passion for delivering customer care excellence, using feedback to shape service delivery, and reaching set goals and targets is critical.        


To explore beginning your career with Longhurst Group apply today.  


About Us

Longhurst Group is one of the leading housing groups in the Midlands and East of England, providing more than 23,000 homes and a wide range of care and support services, with a team of 1,300 colleagues.


Guided by our shared values, our vision is to improve the lives of our customers and communities, focusing on two clear themes of work: Health and wellbeing and economic resilience. You can see how we’ll achieve this vision through our Improving Lives strategy by watching this video. 


Our Offer

Our offer has been created to underpin our two key pillars (health and wellbeing and economic resilience) and five core values: In it together, Heartfelt Service, Own it, Push the boundaries and Fun and Fair.


Demonstrating our strong investment in your health and wellbeing and economic resilience, we offer a competitive 28 days annual leave plus bank holidays and generous sick pay entitlements, as well as other paid leave.


A choice of defined benefit pension schemes, extensive learning and development opportunities, plus more. See Our Benefits attached.


If your application shows that you have the right knowledge, skills and that you share our values, we'll invite you to meet one of our team. We can’t wait to meet you…


Vetting Requirements

(The important things – Naturally working with our customers we need to complete pre-employment checks before you join us. This role is conditional upon receipt of two satisfactory references (one from your current employer).


PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK. All shortlisted candidates will need to verify eligibility to work in the UK at interview. Original proof must then be provided by day one upon successful candidature).


Equal Opportunities

Longhurst Group is an equal opportunities employer and positively encourages applicants that reflects the diverse communities we work with. We invite applicants to contact the employer to identify any additional support they may need during the recruitment process 


Apply today #LonghurstGroup #ImprovingLives.