• Job description

    Our Complaints team is now looking for you, an excellent individual with experience of delivering a high quality complaints service to customers with an early resolution ethos. This is your chance to join our Complaints team at a time when you can make your mark and add real value to our team on a permanent basis.

    You will need to be a passionate individual to join our Complaints team, continuously delivering a Heartfelt Service you will help develop a positive complaint culture that goes hand in hand with our Group vision and values.

    Demonstrating our goal of delivering a ‘heartfelt service’, you will truly ‘own it’ by developing your team and being motivational to drive forward a first-class complaints service to our customers over the coming weeks, months, and years.

    Leading your team of Complaint Resolution Officers, you’ll collaborate with our Complaints and Improvement Manager, building strong relationships with colleagues, our partner contractors and stakeholders.

    As a ‘fun but fair’ leader, you will know how to bring the best out of the team whilst also working across Longhurst Group to ensure a ‘One Team, One Vision’ ethos is achieved.

    In line with our culture, you will be empowered to ‘push the boundaries’ and be encouraged to constantly strive for excellence and a fresh way of doing things.

    We’re looking for someone who can hit the ground running so ideally within your career you have developed a strong experience in a complaints-based role within social housing.

    You will need to demonstrate:

      • A passion and success in delivering a high-quality complaint service
      • Strong and effective leadership skills
      • A great communicator who can inspire others
      • A ‘can do’ attitude with a passion for continual improvement
      • Effective relationship building, challenging and negotiating skills
      • Exceptional team player and great organisational skills
      • Ability to use own initiative and think ‘outside the box’


    Whilst offered on a hybrid basis this role will require occasional travelling for training or meeting purposes to support your colleagues and our customers across the Group.

    What you receive from us

      • 28 days annual leave plus bank holidays
      • Pension Scheme
      • Life Cover (as part of pension scheme membership)
      • Health Care Cash Plan
      • Free Eye Tests
      • Investment in your personal development through our extensive learning and development opportunities.
      • Family friendly, carers leave plus other paid leave
      • Employee Assistance programme
      • Wellbeing Support
      • Free flu vaccinations
      • Carers Networking Group a platform to support Unpaid Carers


    How to apply

    Please click apply now to submit your CV today. In the event of high applicant volumes we reserve the right to close this advert and CV submission window early.

    We do not require recruitment agency support at this time – all speculative CV’s will be treated as a direct application.

    Vetting Requirements

    The important things – We can only consider applications from candidates who have the right to live and work in the UK. All shortlisted candidates will need to verify eligibility to work in the UK at interview. If you are the successful candidate, original proof must then be provided before your first day.

    Naturally working with our customers, we need to complete pre-employment checks before you join us. This role is conditional upon receipt of two satisfactory references (one from your current employer). We also need you to tell us what you have been up to over the past 5 years as a minimum in terms of employment history. This could include carer duties, travel, seeking work, education, employment, training, or volunteering.

    Equal Opportunities

    As an equal opportunities’ employer, Longhurst Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

    We pride ourselves on looking after our colleagues and as part of our commitment we are an Employer for Carers and would welcome your application if you have additional unpaid caring responsibilities.

    We aspire to have a greater diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join Longhurst Group.

    Our company

    Longhurst Group is one of the leading housing groups in the Midlands and East of England, providing more than 24,000 homes and a wide range of care and support services.

    With a team of 1,300 colleagues guided by our shared values, our vision is to improve the lives of our customers and our colleagues and to enhance the communities we serve. We do this by focusing on two clear themes of work: Health and wellbeing and economic resilience.