Complaints Manager

• Reference: EC280
• Division: Crawley Homes
• Salary: £39,277.00 - £45,636.00 per annum
• Contract type: Permanent
• Posted on: 20 April 2026
• Interview date:13 May 2026
• Extra payment(s): Not applicable

• Positions: 1
• Category: Housing
• Grade: H - I
• Working hours: 37 per week
• Closing date: 04 May 2026
• Location: Town Hall, Crawley
• Location type: Hybrid

About the role

Are you passionate about delivering excellent customer service and driving meaningful service improvements? Do you thrive in a fast‑paced environment where your decisions can make a real difference to residents? If so, we’d love you to join Crawley Homes as our new Complaints Manager.

This is an exciting opportunity to take the lead on performance‑managing complaints across the Crawley Homes division. You’ll ensure that we handle complaints effectively, fairly and in line with the Housing Ombudsman’s Complaint Handling Code.

Working closely with officers, contractors, senior managers, and residents, you will provide expert advice, coordinate complex investigations, and champion learning from complaints to improve the services we provide. This is a role with real influence - shaping policy, reporting to senior leadership, and supporting cultural change across our housing services.

You will be:

• managing stage one complaints performance across Crawley Homes, ensuring timely, high‑quality responses
• advising and guiding officers and contractors on complaint quality and best practice
• supporting stage two complaint investigations, including visiting residents where required
• preparing draft complaint responses and detailed case notes
• monitoring data, analysing trends, and presenting findings to senior management, contractors, and Member briefings
• producing quarterly and annual complaint performance and service improvement reports
• compiling evidence for the Housing Ombudsman and managing actions arising from determinations
• ensuring compliance with Consumer Standards and Tenant Satisfaction Measures
• leading workshops and training sessions to promote a strong customer-focused culture
• supporting the Tenant and Leaseholder Action Panel on complaint-related learning and improvements

We’re looking for someone who:

• has strong experience in complaint handling, ideally within social housing or a comparable sector
• can investigate complaints thoroughly and fairly, producing clear, well-structured responses
• is confident analysing data, spotting trends, and presenting findings
• can work independently, meet tight deadlines, and manage competing demands
• communicates effectively at all levels and can challenge and influence officers and contractors
• demonstrates high-performing, resilient and empathetic behaviour consistent with our values

Also desirable would be:

• experience working with housing management or complaints management systems
• knowledge of social housing legislation, Ombudsman requirements and tenant engagement
• Institute of Customer Service qualification or similar
• previous experience working in local authority or housing association settings

You will need to be educated to degree level or have extensive relevant experience in customer service and complaint handling. You will also need to have a minimum Level 4 Housing Management qualification (or willingness to work towards it).

Additional information

Full UK driving licence is required, and access to a vehicle for occasional business use. Basic DBS check required. Occasional out-of-hours working may be required (for example to attend cabinet meetings).

Employee benefits

Crawley is a great place to work, with a thriving business district and excellent transport connections including nearby Gatwick Airport. We are based in our modern Town Hall which opened in 2023 and is located a short walk from the town centre and railway station.

We offer a generous employee benefits package, with a range of discounts, benefits and wellbeing incentives to suit everyone.

At Crawley Borough Council, you will have access to a structured programme of learning from day one, designed to help you succeed in your role and grow your career.

Our way of working

Our shared values and behaviours reflect the special nature of our council. We encourage all colleagues to put them into practice, whatever job they do. Take a look to see if we are the perfect match.

Safer recruitment

Crawley Borough Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under-represented groups.

How to apply

Click the Apply button to complete your application online. Please ensure that the reference details you supply are for your current or most recent employer and that any gaps in employment are covered on your application form. Please note that CVs will not be accepted without a fully completed application form.

For an informal conversation or further information regarding the role, email georgia.leigh@crawley.gov.uk, Policy & Engagement Manager or call on 01293 438162.

We recommend that you submit your application as soon as possible, as we may close this advert before the stated closing date if enough applications are received.

Related documents

• EC280 Complaints Manager job description (PDF, 133 KB)