Complaints Manager

Complaints Manager (Children’s Services)
3 months
Start date: ASAP
£42.84 / hour
Hybrid working (minimum three days per week office‑based)

CVs are being reviewed immediately and interviews will be taking place week commencing 18 May 2026

If you thrive on leading complex, high‑impact services and want to play a central role in driving real improvement for children and families, this is the moment to step forward. As Complaints Manager, you will report into senior leadership, lead a specialist team and take ownership of some of the most sensitive and high‑profile matters across the organisation. Your influence will be wide‑reaching, your decisions meaningful and your impact visible from day one.

This is a pivotal appointment at the heart of an ambitious improvement journey. You will set the standard for fairness, transparency and learning, ensuring concerns are handled lawfully, compassionately and within statutory timescales. If you are looking for a role where your expertise genuinely shapes culture and practice, read on.

Your Role as Complaints Manager:

• Lead the end‑to‑end complaints framework, including complaints, representations, FOI, SARs and legal claims
• Manage and develop a high‑performing specialist team handling complex and sensitive cases
• Oversee Stage 2 investigations, independent investigators and persons to ensure robust, impartial outcomes
• Act as a trusted adviser to senior leaders, including on cases with disciplinary or legal implications
• Drive learning, improvement and risk management through insight, trend analysis and clear reporting

Your previous experience as a Complaints Manager:

• Proven leadership of high‑volume, complex complaints services within a statutory setting
• Strong working knowledge of complaints legislation, information governance and statutory timescales
• Experience coordinating investigations and supporting Investigating Officers and independent reviewers
• Confidence liaising with legal services, insurers, Ombudsman and external bodies
• A track record of turning feedback into measurable service improvement

In return, you’ll join a supportive, forward‑thinking environment with access to training, development and flexible working policies, backed by technology that enables agile working. This is a rare opportunity to take a lead role in shaping how an organisation listens, learns and improves.

If you’re ready to make your mark as Complaints Manager, apply today or contact Will for a confidential discussion. Early applications are encouraged as shortlisting is underway.

Share on linkedIn