Senior Operations Manager (Complaints)

We are excited to be on the lookout for our new Senior Operations Manager (Complaints). If you are a leader with a passion for excellence, then keep reading! We are looking for an individual who can lead our complaints operations team to deliver "best in class" service for our customers in line with regulatory requirements and drive our Customer Obsessed ethos.

Reporting to the Head of Customer Experience Delivery and the Executive Board, you will share insights across Yorkshire Housing to promote complaint prevention and enhance service quality.

Your strong leadership and coaching skills will foster a positive, Customer Obsessed team culture, ensuring motivation and direction at all levels. You will focus on people retention and create an environment that makes Yorkshire Housing a great place to work.

We believe work is something you do, not somewhere you go so if you want to work for a company who are truly flexible and where you are valued then this could be the role for you!

About Yorkshire Housing 

Here at Yorkshire Housing our customers are at the heart of what we do - we are not just your typical housing provider! In a nutshell We own and manage nearly 20,000 homes (and counting) across Yorkshire and our mission is to make it possible for current and future tenants to have a place they're proud to call home. We're all about the customer and our service doesn't stop once the keys are in the door.

What will you be doing?

You'll be responsible for delivering outstanding, fair, and robust customer outcomes through effective resource planning, process adherence, and continuous assessment of the customer experience.

You will manage the YH complaint handling policy, ensuring our service meets regulatory requirements and SLAs. You'll identify and implement best practices and legislative changes to maintain high regulatory compliance. Effective stakeholder relationship management, from front-line advisors to the executive board is key, sharing insights to reduce complaints and improve services.

As a leader, you'll inspire the team to own complaints from start to finish, fostering a positive culture of high performance, purpose, and accountability. You will guide the Complaints Operation Team to achieve first-contact resolution and best-in-class handling, providing training and coaching to enhance their skills.

You'll track key KPIs, monitor performance, and use data-driven approaches to improve efficiency and customer outcomes. Your role includes influencing the wider business to address underlying issues, ensuring poor outcomes are resolved and prevented. Additionally, you'll present complaints insights to key governance committees and the executive board.

Already feel this might be the role for you? The full role profile has lots more detail so please do check it out!

Who are we looking for?

The answer is simple - if you are hardworking, driven and ready for a new challenge, we want to hear from you.

The rest would also be great too -

• You'll be a seasoned Operations Manager with a social housing or financial services background
• You will have top-notch regulatory experience
• You'll have a strong background in complaints management
• A strategic approach - understanding how we work and building the foundations and ways of working within the department
• You will bring an inspirational style of leadership and management skills
• A quick learner with a proactive approach
• You will need a full UK driving licence and access to a vehicle for business use

What's in it for you… 

We offer an excellent salary of £57,261 for a 35 hour week, 25 days annual leave (rising annually to 30 days) plus public holidays.

That's not all - we offer a reward package to suit everyone. At Yorkshire Housing, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we'll match your contributions up to 9%, just to name a few.

We also promote a flexible approach to work with our hub, home, roam approach and have a real focus on your development with a number of internal and external training opportunities!

One of our biggest priorities is the wellbeing of our staff and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional. 

So, now you're really interested?  

At Yorkshire Housing, we're actively building a work environment that's inclusive as well as diverse. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.  

We know that not all candidates will meet every single desired requirement …if your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!

If you require additional support with your application, or have any further questions, please email our lovely recruitment team at   

The fine print  

The closing date for applications will be 7 July 2024,with first stage interviews taking place w/c 15 July 2024. We would encourage you to submit your application as soon as possible as we may close the role early if a competitive candidate pool is identified.

If you're applying for this role internally, remember to let your line manager know (it's the right thing to do!).