JOB TITLE Strategic Complaints Manager
POST NUMBER 012314
WEEKLY WORKING HOURS 37 hours
SALARY RANGE £37,280 to £40,777 pa pro rata for hours worked
TYPE OF CONTRACT Permanent
LOCATION Daneshill/Working from Home
ABOUT THE ROLE
We are looking to recruit an organised, resilient and customer care focused professional to join our Strategic Complaints Team.
The Strategic Complaints Manager will be responsible for customer insight, co-ordinating, investigating and responding to Customer complaints and Ombudsman cases, in line with the Housing Ombudsman Complaint Handling Code. You will make decisions on complaints and compensation payments and provide reports on issues highlighted as a result of complaint investigations to both the involved services and Seniors.
You will play a lead role in delivering the work of the Council’s housing services and affect the transformation and continuous improvement of frontline housing management across all housing tenures. Casework for this post will predominately be regarding Managing Homes. This includes Resident and Estates, Income, Leasehold Services and Specialist Support.
Working predominantly from home we are looking for someone who wants to work in a customer-centered service.
You will be working in a small supportive team and have the opportunity to attend training sessions to develop your understanding of the Ombudsman and regulator. This role is developing and you will help shape the future of the work within the team.
ABOUT YOU
The successful candidate will:
• convey messages effectively
• demonstrate resilience to pressure
• understand the Complaint Handling Code
• effectively manage own workload
• maintain professionalism at all times
• produce clear, succinct and well-structured written work
• have negotiation skills and be able to make informed decisions
• provide excellent customer service
OUR BENEFITS
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunism - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
HOW TO APPLY
For an informal discussion about this role please contact
Name Caroline Park
Job Title Senior Strategic Complaints Manager
Phone Number 07706 351479
Email caroline.park@stevenage.gov.uk
Closing date for receipt of applications: 1 July 2026
Interviews will be held week commencing: 6 July 2026
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
Stevenage Borough Council is committed to Equal Opportunities for All
