Complaints Manager - Lloyds Living
End DateWednesday 19 August 2026Salary Range£40,824 - £45,360We support flexible working – click here for more information on flexible working optionsFlexible Working OptionsHybrid Working, Job ShareJob Description SummaryTitle: Complaints Manager Department: Property ManagementLocation(s): ManchesterHOURS: Full-timeWORKING PATTERN: Our work style is hybrid, which involves spending at least 4 days per week, or 80% of our time, at one of our office sites.Join us at Lloyds Living as we redefine what it means to manage property in the UK. We’re on an ambitious journey to become one of the country’s largest and most trusted landlords, creating vibrant communities and delivering exceptional living experiences. As we scale at pace, you’ll be part of a dynamic team shaping the future of property management—where innovation, customer focus, and growth go hand in hand. This is your chance to make an impact and be part of something extraordinary.Job DescriptionAs 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 ResponsibilitiesComplaints Management & ResolutionOwn 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 & ComplianceEnsure 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 ImprovementAnalyse 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 CollaborationAct 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 RequirementsProven experience managing complaints within a housing, real estate, property management, or regulated customer environment.Strong understanding of complaint res...