Overview
Complaints manager – Permanent – Full Time
ID: 311824
Job Specialism: Non-Frontline
Location: Birmingham
Salary: £41,711 per annum
Closing Date: Monday, 25th May 2026
About the role
Working in a fast paced, dynamic team, the Complaints manager will oversee the effective implementation of systems, processes and resolutions of all complaints types.
You’ll lead the management and continuous improvement of our complaints systems, working directly with staff, volunteers and senior leaders to ensure transparency, consistency and learning across the organisation. This is a key role in supporting accountability and maintaining trust with the people we support.
Key responsibilities
- p]:inline” data-streamdown=”list-item”>Ensure all complaints are investigated in line with policies, procedures, and best practice, within agreed timeframes.
- p]:inline” data-streamdown=”list-item”>Monitor and audit the complaints process to identify improvements and ensure compliance.
- p]:inline” data-streamdown=”list-item”>Communicate professionally with complainants and relevant stakeholders throughout the process.
About you
- p]:inline” data-streamdown=”list-item”>Strong understanding of policies, procedures, and regulatory frameworks.
- p]:inline” data-streamdown=”list-item”>Highly organised, analytical, and detail-focused, with the ability to manage multiple priorities.
Precise Location: 750 Bristol Road, , Birmingham, West Midlands, B29 6NA, United Kingdom
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
