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Complaints Manager

Complaints Manager

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Build Recruitment

Complaints Manager

Salary – Up to £40k 

Location – Maida Vale

Permanent, Full Time (40 hours per week)

We’re currently looking to recruit a Complaints Manager to join our team in Maida Vale.

About the Role

Joining us as a Complaints Manager, you’ll have overall responsibility for the management and administrative compliancy of our Moran Sindall Integration System (MSi), monitoring and actively managing the day-to-day service delivery, ensuing all cases are managed within overall time, cost and budget constraints.

You’ll support the Scheduling Team, provide training when required whilst ensuring full case management reporting is achieved and provided to the Partnership / Project Manager as and when required.

About You

Candidates will have previous experiencing working in a busy team with a high-profile client, with line management experience, managing, Team Leaders, Planners, Admin, Call Handlers and apprentices. Excellent customer services skills and focus on business improvement is essential, along with strong planning experience in a repairs and maintenance field being able to deploy circa 60 engineers efficiently.

Strong IT skills with both Microsoft Office packages and database management are required along with the ability to engage with large clients confidently.


26 days holiday plus bank holidays, personal health insurance, pension plan, accident cover, life assurance, company car or car allowance, training and development, funded professional subscription, share save, Work Perks discount and offer scheme and extensive wellbeing benefits.

About Us

We provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works. With over 800 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.


  • Essential job history / experience in complaints management;
  • Management experience in a social housing setting;
  • Excellent communicator e.g. liaising with residents, client, supply chain and general workforce;
  • Will be required to plan/appoint jobs using our system – training will be provided;
  • This is a hands-on role e.g the post-holder will be expected to answer complaints;
  • Experience of managing complaints in a corporate system;
  • Ability to represent MSPS at a senior level at meetings;
  • Need to be very organised and structured;
  • Ability to provide reports on complaints progress, root causes;
  • Ability to train staff on complaints management;
  • Ability to participate in team meetings or hold team meetings;
  • Customer Satisfaction management and reporting.


If you have the relevant experience and are interested in this role, please apply today with your CV or call Leah Seber at Build Recruitment.

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.

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Job Overview
Offered Salary
£35000 - £40000 / per year
Job Type
Job ID
Leah Seber
Phone: 07415138193