Complaints Manager - Lloyds Living

Job description

End Date Wednesday 19 August 2026 Salary Range £40,824 - £45,360 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary Title: Complaints Manager Department: Property Management Location(s): Manchester HOURS: Full-time WORKING PATTERN: Our work style is hybrid, which involves spending at least 4 days per week, or 80% of our time, at one of our office sites. Join us at Lloyds Living as we redefine what it means to manage property in the UK. We’re on an ambitious journey to become one of the country’s largest and most trusted landlords, creating vibrant communities and delivering exceptional living experiences. As we scale at pace, you’ll be part of a dynamic team shaping the future of property management—where innovation, customer focus, and growth go hand in hand. This is your chance to make an impact and be part of something extraordinary. Job Description As Complaints Manager, you will lead the end‑to‑end complaints process, ensuring complaints are handled efficiently, empathetically, and in line with regulatory requirements. You will play a key role in protecting the organisation’s reputation, driving service improvements, and ensuring compliance are dealt with fairly and in line with business processes. Key Responsibilities Complaints Management & Resolution Own and manage the end‑to‑end complaints process, from initial receipt through to resolution and learning outcomes. Ensure complaints are acknowledged, investigated, and resolved within agreed timescales and service standards. Draft clear, fair, and customer‑focused complaint responses. Manage escalations to senior leadership and external bodies, including the Housing Ombudsman. Regulatory & Compliance Ensure the complaints process is fully compliant with the Housing Ombudsman’s Complaint Handling Code. Maintain oversight of complaint outcomes, remedies, and compensation awards to ensure consistency and fairness. Prepare and support responses for Housing Ombudsman investigations, determinations, and orders. Identify and manage complaint‑related risks and ensure audit‑ready documentation is maintained. Continuous Improvement Analyse complaint trends, root causes, and outcomes to identify systemic issues. Work collaboratively with operational teams to drive service improvements and prevent repeat complaints. Produce regular complaint performance reporting, insights, and recommendations for senior stakeholders. Stakeholder Collaboration Act as a subject matter expert for complaints across the business. Build strong relationships with Property Management, Customer Operations, Legal, and external partners. Provide guidance, coaching, and support to colleagues on complaint handling and customer communication. Essential Requirements Proven experience managing complaints within a housing, real estate, property management, or regulated customer environment. Strong understanding of complaint resolution best practice and regulatory expectations. Understanding of the Housing Ombudsman’s Complaint Handling Code of Compliance. Excellent written and verbal communication skills, with the ability to produce clear and balanced responses. Ability to manage sensitive situations with professionalism, empathy, and sound judgement. Strong organisational skills with the ability to manage multiple cases and deadlines. Confident engaging with senior stakeholders and external regulators. Desirable Skills Knowledge of residential tenancy management and housing legislation. Experience using complaints management systems and producing management information. Continuous improvement mindset with a focus on customer outcomes. Strong analytical and reporting capability. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. We also offer a wide-ranging benefits package, which includes: A generous pension contribution of up to 15% An annual performance-related bonus Share schemes including free shares Benefits you can adapt to your lifestyle, such as discounted shopping 28 days' holiday, with bank holidays on top A range of wellbeing initiatives and generous parental leave policies Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. Join us and grow with purpose! At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.