Complaints Manager

Exclusive opportunity

Onsite

Complaints Manager

St Basils Charity Ltd

Complaints Manager

Skills

Compliance

2 months ago

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Important information

Contract type:

Permanent

Location:

Birmingham, UK

Work mode:

Onsite

Published on:

22 August 2026

What they need

We have an exciting opportunity for an experienced Complaints Manager to join the team here at St Basils. You will act as the organisational lead for St Basils’ feedback processes, ensuring the effective implementation of St Basils’ Comments, Complaints, and Compliments Policy. The postholder will oversee the complaints and feedback processes in their entirety, ensuring complaints are handled promptly, fairly and resolved with well-evidenced outcomes.

The Complaints Manager will have a thorough understanding of the Housing Ombudsman’s Complaints Handling Code requirements and will be responsible for ensuring compliance with the Code and for producing and submitting the relevant regulatory reporting.

You will implement and lead an organisation-wide lessons-learned framework from complaints outcomes, driving change that improves services for thousands of young people, making sure they feel heard and respected

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