Complaints & Data Manager

Job details

Salary: £52,307 to £55,413 per annum (inclusive of allowances)
Location: Brookvale Department, Northfleet
Status: Permanent
Hours: 37 hours per week
Closing date: 5 May 2026

The role

We are looking for an experienced and driven professional to lead and transform complaints handling across our social housing services. You will ensure full compliance with the Housing Ombudsman Complaint Handling Code and consumer regulation, while using insight from complaints, performance data and tenant feedback to drive continuous service improvement.
This is a key leadership role, strengthening trust with residents, improving outcomes, and ensuring learning from complaints is embedded across the organisation.

About you

You’ll bring strong experience in social housing or a regulated, customer‑focused environment, with a proven track record of leading complaints handling and driving improvement. You’ll be confident analysing data, producing high‑quality reports for senior leaders, and managing complex or sensitive cases with professionalism and empathy.
You’re a clear and persuasive communicator, resilient under scrutiny, and motivated by fairness, transparency and accountability. With excellent organisational and interpersonal skills, you’ll be comfortable leading teams, working with multiple stakeholders, and prioritising competing demands in a busy environment.

Skills, qualification or experience required

Significant experience leading complaints handling within social housing, the public sector or a regulated environment
Strong working knowledge of the Housing Ombudsman Complaint Handling Code and consumer regulation
Proven ability to analyse complaints and performance data to drive service improvement
Experience producing high‑quality reports for senior leadership, Board or regulatory bodies
Strong leadership and people‑management experience
Excellent written, verbal, negotiation and stakeholder‑management skills
Degree (or equivalent) in housing, community development, social work or a related field, with relevant professional qualifications or CPD
Tenant‑focused, resilient and fair, with the confidence to manage challenge, scrutiny and complex cases
For full details of the role, responsibilities and essential criteria, please refer to the job description.

Working for Gravesham

We are committed to delivering to the community and working with us means you are part of delivering the level of growth and improvement our community needs and deserves. A range of services have been provided to over 106,000 people and 4,000 businesses.
The Borough of Gravesham, situated in the north west corner of Kent, covers 25,000 acres of the most varied countryside in south east England. Bordered by the River Thames to the north, it is at the heart of Thames Gateway and has a significant role to play in the regeneration of a major government growth area.
Read more information about working for us
.

Benefits

A minimum of 23 days annual leave plus bank holidays.
Membership to Local Government Pension Scheme - Local Government Pension Scheme
Access to over 1000+ instant discounts from favourite retailers, restaurants, food delivery services and attractions via our benefits portal VivUp.
Career development, training opportunities and access to e-learning
Access to eye care vouchers and VDU Glasses
External Occupational Health service
Cycle to Work Scheme
Hybrid working
Access to Employee Assistance Programme 24/7
Free parking

Important Information

Applicants must be able to demonstrate all essential requirements as listed in the job description.
Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.
If you would like to have an informal discussion with the recruiting manager, please call Nicole Arthur or Kerry Collins on 01474 337000.

How to apply

We are no longer accepting applications by email.
You can now apply for this job via our online form. You will be asked to select the job you are applying for and upload a CV and supporting statement. You will also need to provide details of 2 references so please have these available when starting your application.
You should submit your application by 5 May 2026. We reserve the right to close this vacancy at any time prior to the closing date.
Apply for this job
All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email, if you require documentation in different format such as braille or large print, please contact the Human Resources Team on 01474 337374.

Job Profile

Download the job profile