Location
London Bridge, Park Street Office (2 days in office, 3 days remote working)

Hours
Full Time

Salary
Up to £49,800 per year

About the Role
Hyde is looking for a Complaints Manager to lead our Customer Experience team and oversee the delivery of an effective, customer-focused complaints service. This is a fantastic opportunity to develop your leadership career in a supportive environment that champions employee wellbeing, continuous learning and long-term development. As Complaints Manager at Hyde, you will ensure complaints are handled fairly, efficiently and in line with regulatory requirements. You will lead and develop the team, manage complex cases, monitor performance and use customer feedback to improve services. You will also work with teams across Hyde to prevent complaints from escalating and ensure lessons learned lead to meaningful change.

Key duties include leading, supporting and developing the complaints team, setting clear expectations and maintaining consistently high standards. You will ensure complaints are acknowledged, investigated and resolved within agreed timescales and in line with the Housing Ombudsman’s Complaint Handling Code. Taking ownership of complex or sensitive complaints, you will ensure customers receive clear communication and appropriate resolutions. Monitoring complaints performance, customer satisfaction and service standards, you will provide clear reports and insights to senior leaders. You will identify recurring issues and work with teams across Hyde to improve services, reduce complaints and embed learning.

Hyde is part of one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We are committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

Experience
Proven experience of leading and developing a team within complaints, customer service or a similar environment. Strong knowledge of complaint handling standards, regulatory requirements and the Housing Ombudsman’s Complaint Handling Code. Experience managing complex and sensitive complaints while communicating clearly and sensitively with customers. Strong analytical and problem-solving skills, with experience using data and feedback to improve services. Excellent stakeholder management and influencing skills, with confidence to advise senior leaders and support organisational change.

About you
You are a confident leader who can inspire and develop a team to deliver high standards. You have excellent communication skills and a customer-focused approach. You are analytical, proactive and able to use insights to drive improvements. You thrive in a collaborative environment and are committed to fostering a culture of continuous learning and inclusion.

Qualifications
Relevant qualifications in customer service, complaints handling or leadership are desirable but not essential. A commitment to ongoing professional development is expected.

Benefits
Excellent pension scheme
Generous holiday allowance
Life assurance
Award-winning flexible benefits platform
Support for learning and career development
Hybrid working options available

Diversity, Inclusion & Accessibility
Equity, diversity and inclusion are central to life at Hyde. We are committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring different perspectives are represented in decision-making, service delivery and the way we shape our organisation. As a Disability Confident Employer, we provide reasonable adjustments throughout the recruitment process and beyond.