• The Senior Complaints Manager will ensure that complaints across all Repairs and Investment Services are responded to in line with corporate policies and targets. They will provide guidance and advice to staff, supervisors, and senior management to ensure the effective resolution and remedy of complaints, Members' Enquiries, FOIs, and other related correspondence. The role involves supporting the preparation of complaints responses, reviewing service responses, and, where necessary, assisting with complex investigations, critically analysing evidence such as legislation, government guidance, and departmental policies to achieve appropriate resolutions.

• Additionally, the Senior Complaints Manager will work closely with the Customer Experience Manager to ensure that complaints are handled sensitively, and outcomes of investigations are communicated appropriately to complainants or their representatives. In the absence of the Customer Experience Manager, they will supervise the day-to-day management of the Complaints Team, ensuring the provision of a high-quality and efficient complaints service.

• Respond to complaints across all Repairs and Investment Services in line with corporate policy and targets.

• Provide advice and guidance to staff, supervisors, and senior management to ensure the appropriate resolution and remedy of complaints, Members’ Enquiries, FOIs, and other correspondence.

• Support the preparation of complaints responses and investigate complex complaints, critically analysing relevant evidence.

• Work closely with the Customer Experience Manager to ensure that investigation outcomes are communicated effectively and sensitively.

• Supervise the day-to-day management of the Complaints Team, ensuring a quality and efficient complaints service.

• Strong experience in complaint handling and resolution, particularly within the public sector or local authority.

• Knowledge of legislation, government guidance, and departmental policies/procedures relevant to complaints management.

• Ability to critically analyse evidence and provide practical solutions.

• Strong communication skills, both written and verbal, with the ability to communicate sensitively with complainants and/or their representatives.

• Experience in managing a team and providing leadership in a supervisory capacity.

• Proven ability to manage multiple cases efficiently and meet targets.

• Full-time role: 35 Hr/week.