Complaint Resolution Team Leader

Complaint Resolution Team Leader

Hybrid - Milton Keynes or Rushden

£40,404 per year

Permanent, Full-Time

Use your complaints experience to deliver a fair and responsive service that makes a real difference. As a Complaint Resolution Team Leader at Amplius, you'll support your team, manage complex complaints, and use customer feedback to improve services while ensuring compliance with the Housing Ombudsman's Complaint Handling Code.

Your week: 36.25 hours - Monday to Friday 9am to 5pm

Location: Hybrid, with a weekly presence in our Milton Keynes or Rushden office.

You can read about our fantastic colleague benefits here - Amplius colleague benefits

Snapshot of your role

• Lead, coach, and support a team of Complaint Resolution Officers.


• Oversee complaints from start to finish, ensuring fair outcomes and regulatory timescales are met.


• Manage complex complaints and work with colleagues and external stakeholders to resolve issues.


• Monitor team performance, complete quality checks, and report on key performance measures.


• Use complaint trends and customer feedback to drive service improvements.


• Ensure all complaint handling meets the Housing Ombudsman's Complaint Handling Code and other regulatory requirements.

What you’ll need to thrive in this role

• Experience leading a team in a customer service or complaints environment, ideally within a regulated sector.


• Strong knowledge of the Housing Ombudsman's Complaint Handling Code and complaint handling processes.


• Experience managing complex complaints and improving service performance.


• Excellent communication, coaching, and relationship-building skills.


• Strong organisational, analytical, and problem-solving skills with a customer-focused approach.

Important - DBS clearance and the right to work in the UK are essential requirements for this role. We do not provide sponsorship.

Please read the attached Job Description before applying so you get the full scope of the role.

Closing: 11 August

Interviews in Milton Keynes: 26 August

Before the face-to-face interviews, shortlisted candidates will be asked to complete a short video interview activity. Candidates will have from 13 to 17 August to complete the activity.

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

If you have any questions, please contact the Amplius Talent Team and we’ll be happy to assist you.

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 37,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.