Customer Complaints Manager (0790)

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About Sage Homes

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 17,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and we continue to deliver high quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

About the role:

Sage Homes has an exciting opportunity for an experienced Complaints Manager to lead our complaints team, ensuring customer issues are resolved effectively and empathetically. You'll coach and support your team to deliver high-quality complaint responses through regular one-to-ones and performance development, while personally managing complex and high-profile cases and Housing Ombudsman investigations. You'll lead on Ombudsman matters by drafting or reviewing summaries, coordinating stakeholder meetings, and maintaining a tracking system to ensure visibility of risks and effective resolution.

This role will be based at our Northampton office 3 days per week and if required 2 days remotely.

Duties and responsibilities include but not limited to:

• Motivate and manage a team to deliver professional, efficient complaint handling.
• Monitor KPIs and ensure compliance with internal and Ombudsman timelines.
• Review and refine team responses for clarity, accuracy, and quality.
• Deliver coaching and training to support continuous improvement.
• Maintain accurate records and reporting systems for complaints and feedback.
• Act as the main point of contact for Housing Ombudsman queries and investigations.
• Build and maintain relationships with customers and stakeholders.
• Manage your own caseload, ensuring timely and satisfactory resolutions.

About you

• Proven experience managing a high-performing team.
• Strong background in complaint handling and resolution.
• Skilled communicator with experience engaging senior stakeholders.
• Analytical thinker with the ability to interpret complex information.
• Knowledge of Housing Ombudsman and social housing responsibilities.
• Motivating leader with a proactive, customer-focused mindset.

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

Culture and benefits:

At Sage Homes, we want to empower diverse, ambitious people to thrive. We are fast-paced and inclusive, and encourage our people to use their passion, curiosity and inventiveness to help us create safe places for our customers to flourish.

To make sure our colleagues feel welcome and cared for, we provide a suite of excellent benefits, including:

• 25 days holiday, and an additional day for every year's service (up to five years)
• Annual discretionary bonus scheme
• A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
• Study support package, helping you achieve your personal and professional development ambitions
• Workplace Pension - matching personal contributions up to 5%
• Cycle to Work scheme, helping you save up to 40% on a new bike and accessories
• Electric car scheme, enabling you to rent a brand-new electric car at low-cost payments
• Wellbeing support through MyndUp
• Two days' paid volunteering leave a year, allowing you to support causes you care about
• Charity fundraising support, with match-funding up to £1,000 for good causes

We believe that investing in our people is key to our success. Our benefits are designed to support your well-being, professional growth, and work-life balance, ensuring you feel valued and empowered to make a difference every day.

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