Complaints & Feedback Manager

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 (url removed) or call (phone number removed) 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