Flexible working
L&D opportunities
Saving schemes

Customer Complaints Manager

Salary £45,250
Location Homebased with some travel to Newcastle-under-Lyme
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, vacancy that will close in {x} days at {xx:xx} BST.

The vacancy

Would you like to work for a Sunday Times Best Places to Work organisation? 

Do you believe in the power of listening, learning, and doing the right thing for customers every time? Are you an experienced leader who can inspire high standards, champion fairness, and drive meaningful change? If so, this role could be perfect for you. 

We’re looking for a Customer Complaints Manager to lead our centralised complaints service and ensure that every customer who raises a concern feels heard, respected, and supported. You’ll set the tone for excellent complaint handling across the organisation, guiding your team, shaping policy and practice, and ensuring full compliance with the Housing Ombudsman’s Complaint Handling Code. 

This is a role where your leadership will genuinely make a difference. You’ll oversee Stage 2 and high‑risk cases, build strong relationships with senior stakeholders, coordinate our responses to the Housing Ombudsman, and use insight from complaints to improve services and outcomes for our customers. 

If you’re driven by doing what’s right, confident in navigating complex cases, and passionate about helping others grow, we’d love to hear from you. 

 

Closing date: 29th March 

Interviews will be held during w/c 6th April 

Who we are

Aspire Housing is a leading housing provider, property developer and place shaper based in Newcastle-under-Lyme.

Created in July 2000, we own and manage more than 9,500 homes and support around 19,000 customers across Staffordshire and Cheshire.  Our profits are reinvested in new homes, in revitalising communities and in a comprehensive range of innovative support services designed to transform lives.

Putting People First has always been part of our ethos and is central to our purpose to deliver safe, decent homes and excellent housing services through our talented Aspire team.

We do this by embracing our values; by championing the customer, building togetherness, and being professional. Our values reflect what’s most important to our colleagues and customers and are at the heart of Aspire.

More information can be found at www.aspirehousing.co.uk.

Work life
balance

We believe that quality time outside the office is vital to our employees’ satisfaction at work. That’s why we encourage our managers and employees to promote a healthy work-life balance by enabling people to work flexibly, balancing the needs of the business with the needs of the individual.

Learning and development

We believe in developing all our employees. Our e-learning academy offers a range of programmes across all areas of our business from leadership and management to operations and customer service. We regularly run learning campaigns such as Dementia awareness training to support our customers and improve our services.

We value
our people

We want to work with the best talent which is why we offer competitive annual leave allowance with salaries based on market rates alongside saving schemes, pensions and additional perks including child-care vouchers, health cash plans and cycle to work schemes.

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