BBBH64181_1784205673
Posted on: 28 Jul 2026
Spencer Clarke Group are seeking a Housing Complaints and Service Improvement Manager for a local authority in East London.
In this role, you will lead the housing complaints and enquiries service, managing complex cases and driving continuous improvement to deliver excellent outcomes for residents.
Duties:
Lead responses to complex Stage 1 and Stage 2 housing complaints, FOIs and SARs.
Manage Housing Ombudsman cases and ensure compliance with relevant requirements.
Support the team operationally to meet performance, quality and service targets.
Identify trends and drive service improvements based on resident insight and learning.
Qualifications and experience:
Experience managing complex, high-volume complaints services.
Experience working within housing services and regulated environments.
Experience managing service improvement projects and driving continuous improvement.
Experience interpreting legislation, regulations and the Housing Ombudsman's Complaint Handling Code.
What's on offer:
Salary: £325+ per day may negotiate higher for exceptional candidates, based on experience
Contract type: 3-6 months minimum
Hours: Monday to Friday, 36 hours per week
How to apply:
Once your CV is received, if you are successful, you will be contacted.
Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
For any further questions, please contact Taylor Kirkham on 01772 954200.
