Overall Job Purpose:  To lead and manage the organisations service improvement and complaints work. The role is responsible for ensuring that complaints are handled fairly, consistently, and in accordance with organisational policies, the Public Services Ombudsman for Wales  principles, and relevant Welsh housing legislation.

The postholder will promote a culture of learning from complaints across the organisation. This will support continuous improvement in service delivery, enhance customer satisfaction, and contribute to stronger organisational performance.

Key Responsibilities –  

Complaints Management

• Lead the organisation's complaints handling function and ensure compliance with the Complaints Policy and relevant regulatory requirements.
• Oversee the investigation and resolution of complex, high-risk, and sensitive complaints that could involve more than one department.
• Ensure complaints are acknowledged, investigated, and responded to within agreed timescales.
• Provide advice and guidance to managers and colleagues on complaint handling and resolution.
• Maintain accurate records of complaints, outcomes, lessons learned, and service improvements.

Performance and Reporting

• Analyse complaints data and trends to identify recurring themes, risks, and opportunities for improvement.
• Produce regular performance reports for Leadership and relevant committees. 
• Submit data returns to the Welsh Givernemnt and other bodies on a quarterly and annual basis as required.
• Develop and monitor key performance indicators relating to complaints handling and customer satisfaction.
• Benchmark organisational performance against sector best practice.

Operational Improvement

• Promote a positive complaints culture that values customer feedback as an opportunity for learning.
• Work collaboratively with Heads of Service to implement recommendations and service improvements arising from complaints.
• Monitor the effectiveness of actions taken and evaluate outcomes.
• Support the development of tenant engagement initiatives to improve service delivery.

Corporate

• Foster a culture of accountability, transparency, and continuous improvement.
• Support organisational change initiatives aimed at enhancing customer experience.
• Demonstrate commitment to equality, diversity, inclusion, belonging and Welsh language standards.
• Comply with all health and safety requirements.
• Uphold the organisation's values and behaviours.
• Undertake any other duties commensurate with the level of the post

Stakeholder Management

• Build effective relationships with tenants, tenant groups, advocacy organisations, regulators, and external agencies.
• Represent the organisation at meetings relating to complaints, customer experience, and service improvement.
• Communicate effectively with customers, particularly in complex or sensitive situations.