Complaints Manager

Complaints Manager

  • Location


  • Sector:

    Construction, Trades & Labour

  • Job type:


  • Salary:

    £36k - 42k per year + package

  • Contact:

    Aaron Battrawden

  • Contact email:


  • Contact phone:


  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


Complaints Manager – Housing Maintenance/ Refurbishment

£36,000- £42,000+ Package

 Dartford, Kent

The Role:

My client, who are a national contractor are seeking a Complaints Manager to join the established but ever-growing team. You will be responsible for the management and administrative compliance of the company’s system. Responsible for managing the business process methods, ensuring the attainment and compliance of KPIs including; value and case management targets, SHEQ management, contract compliance and customer service system of measurement.

 Key Responsibilities:

  • Monitor and actively manage the day-to-day service delivery, ensuring that all cases are managed within overall time, cost and budget constraints.
  • Support the Scheduling team with training and support.
  • Dealing with Customer complaints competently.
  • Support the Partnership/Project Manager in the achievement and delivery of the annual business plan through active day to day management of the system ensuring full case management reporting.
  • Through regular cost and value reconciliation ensure that all members of the team are alerted to system variances which require immediate attention to ensure correct fiscal protocols are maintained.
  • Implement all policies, standards and initiatives and manage compliance across the project.
  • Support the Partnership/Project Manager in the provision of data with a view to ensuring that the management of contracts and work outputs exceed the agreed budget profiles.
  • Through daily data analysis, identify risks and help protect business reputation through active management.
  • Monitor delivery for each task on every project, reporting on exceptions.
  • Through a detailed understanding of operational, commercial, and contractual KPI’s assist your management team and front-line staff in understanding their responsibilities in managing the day-to-day performance.
  • Own the management of cases, servicing profiles, and works order through to completion ensuring rigor is applied throughout the process.
  • Manage the planning of the allocations tool and ensure efficient and effective utilisation of resources and communicate accordingly.
  • Manage the escalation of variations, appointments and follow on works and ensure appropriate communications and targets are kept.
  • Using system reports maximise operational service delivery and productivity through dashboard assessment.
  • Report on quality assurance, service accessibility and responsiveness, maximising client’s involvement, and reporting customer feedback.
  • Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations.
  • Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels.
  • Coordinate compliancy with HS&E policy to ensure effective administration, implementation, and communication of related HS&E outcomes.
  • Through data analysis provide information allowing the refinement of objectives and performance, promoting opportunities for HS&E improvement.
  • Monitor HS&E responsibilities, reporting to the Partnership/ Project manager on the achievement of KPIs.

If this opportunity excites you or you want to find out more information about other roles, then please do not hesitate to get in touch with aaron.battrawden@buildrec.com

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