Complaints Manager – Lloyds Living

Job description

As Complaints Manager, you will lead the end‑to‑end complaints process, ensuring complaints are handled efficiently, empathetically, and in line with regulatory requirements. You will play a key role in protecting the organisation’s reputation, driving service improvements, and ensuring compliance are dealt with fairly and in line with business processes.

Key Responsibilities

Complaints Management & Resolution

• Own and manage the end‑to‑end complaints process, from initial receipt through to resolution and learning outcomes.
• Ensure complaints are acknowledged, investigated, and resolved within agreed timescales and service standards.
• Draft clear, fair, and customer‑focused complaint responses.
• Manage escalations to senior leadership and external bodies, including the Housing Ombudsman.

Regulatory & Compliance

• Ensure the complaints process is fully compliant with the Housing Ombudsman’s Complaint Handling Code.
• Maintain oversight of complaint outcomes, remedies, and compensation awards to ensure consistency and fairness.
• Prepare and support responses for Housing Ombudsman investigations, determinations, and orders.
• Identify and manage complaint‑related risks and ensure audit‑ready documentation is maintained.

Continuous Improvement

• Analyse complaint trends, root causes, and outcomes to identify systemic issues.
• Work collaboratively with operational teams to drive service improvements and prevent repeat complaints.
• Produce regular complaint performance reporting, insights, and recommendations for senior stakeholders.

Stakeholder Collaboration

• Act as a subject matter expert for complaints across the business.
• Build strong relationships with Property Management, Customer Operations, Legal, and external partners.
• Provide guidance, coaching, and support to colleagues on complaint handling and customer communication.

Essential Requirements

• Proven experience managing complaints within a housing, real estate, property management, or regulated customer environment.
• Strong understanding of complaint resolution best practice and regulatory expectations.
• Understanding of the Housing Ombudsman’s Complaint Handling Code of Compliance.
• Excellent written and verbal communication skills, with the ability to produce clear and balanced responses.
• Ability to manage sensitive situations with professionalism, empathy, and sound judgement.
• Strong organisational skills with the ability to manage multiple cases and deadlines.
• Confident engaging with senior stakeholders and external regulators.

Desirable Skills

• Knowledge of residential tenancy management and housing legislation.
• Experience using complaints management systems and producing management information.
• Continuous improvement mindset with a focus on customer outcomes.
• Strong analytical and reporting capability.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 28 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. Join us and grow with purpose!