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Corporate Complaints Manager
Cambridge
Permanent
Full-Time
This is an exciting opportunity to join CHS Group in this newly established post. Do you have the expertise and confidence to lead on complaint handling and help shape how we listen, respond, and improve for our customers? If so, this is an opportunity to make a real impact. As Corporate Complaints Manager, you’ll play a key role in delivering a high-quality, customer-focused complaints service, ensuring every customer feels heard and supported.
You will be joining a long-established, locally based and independent housing association with strong local partnerships. We have a reputation for delivering on our values of care, openness and trust in our housing and community services. We continue to build on this strong foundation, with ambitious plans to further develop our services and infrastructure.
You’ll lead on our overall approach to complaint handling, working with teams to support their complaint responses and help ensure we remain fully compliant with regulatory requirements, including the Housing Ombudsman Complaint Handling Code.
You’ll also use insight and data to drive service improvements, helping us learn from feedback and strengthen the overall customer experience.
About the role
Reporting to the Executive Director, Customers Services you will:
· Monitor and where necessary promote improvements in compliance against our complaints and compensation policies, ensuring timely and high-quality responses
· Support customer facing teams to maintain a positive complaint handling culture and service through training, sharing data and good practice
· Lead on liaison with the Housing Ombudsman, ensuring all enquiries are responded to and that CHS learns from cases.
· Analyse complaint data and identify trends, root causes, and opportunities for improvement
· Support continuous improvement across the complaints process and customer experience
· Prepare our internal and external reporting and self-assessments and ensure they are published on time.
What You’ll Bring
You’ll bring a strong background in complaint handling and customer service, along with the confidence to challenge and influence colleagues.
Experience
· Experience of handling complex, high-volume complaints within a social housing, local government or other regulated organisation in a customer facing environment
· Experience of implementing change to drive up standards and performance
· Experience of using and improving databases / IT systems for customer and/or complaints data.
· Experience of collating and presenting data to a range of audiences
· Good knowledge of the Housing Ombudsman’s Complaints Handling Code and regulatory framework for social housing
Skills
· Excellent communication, influencing and listening skills
· Outstanding customer focus with the ability to balance empathy, accountability and operational compliance
· Excellent investigative and problem-solving skills
· Excellent analytical skills, using data to drive improvement
· Understanding of safeguarding, vulnerability and partnership approaches that support customers with complex needs
· A collaborative and assertive approach to working with colleagues and teams to drive improvement
Qualification:
Level 4 housing qualification regulated by the Office of Qualifications and Examinations Regulation (Ofqual) or willingness to work towards.
Hybrid Working Arrangements – the majority of the working week will be office-based in Histon in the first six months (probation period). Thereafter it may be possible to apply for a higher proportion of hybrid working, with service delivery being the prime consideration.
Benefits of working for CHS Group:
· Employee discount scheme (retail, leisure, gym membership and fitness equipment)
· Doctor Care Anywhere (telehealth service offering private online GP and nurse appointments via video and phone)
· Employee Assistance Programme
· Financial wellbeing hub - access to advice and support from experts, whether you're budgeting, interested in investing or retirement planning
· Refurbished Tech - access to the latest models at affordable prices, with a 12-month warranty and 30-day money back guarantee.
· Cycle to work scheme (salary sacrifice)
· One day off a year to volunteer for a charity of your choice
· 30 days holiday, increasing to 35 days per annum, inclusive of bank holidays (pro rata for part-time staff), depending on length of service
· Holiday purchase scheme - up to 5 days per annum (pro rata for part-time staff)
· Company sick pay
· 58p per mile business mileage allowance
· Refer a friend scheme (£250)
· Contributory pension scheme, which both you and CHS contribute to
· Enhanced maternity and paternity leave
· Flexible Working Policy
· Full induction
· Comprehensive free training and development opportunities with paid time off
· Free DBS (for relevant posts)
· Free onsite/nearby parking
· Hybrid Working Policy
· Flexitime
As part of the recruitment and selection process candidates will be required to complete a Personality Profiler
CLOSING DATE FOR APPLICATIONS: Midnight Sunday 12th July 2026
INTERVIEWS: Friday 31st July 2026
37 hours per week / permanent / based on site at our Hove office, with some travel across Sussex and Surrey. Hybrid - three days from our office in Hove and up to two days working from home, working Monday to Friday (hours to be discussed at interview).
YMCA DownsLink Group is the leading charity for children and young people across Sussex and Surrey. We offer safe homes, mental health support and trusted advice.
We believe that every child and young person has the right to be safe, heard and to shape their own future. We work alongside them to make that happen.
We are here for children and young people, many of whom face multiple challenges and need our support.
Our Values - we do what’s right, we work with heart, and we build real connections – guide us in all our actions.
Working within the Impact and Improvement Team, you will be responsible for championing data- driven decision making. You will analyse and report on risk and performance across large and complex datasets, translating this into actionable insights to inform strategic decision making.
In delivering the role, you will develop the organisation's data strategy and oversee the creation of engaging dashboards and efficient data models in Microsoft Power BI, Pyramid, In-Form/Salesforce, MS Business Central, HealthBoxHR and other analytics platforms.
With excellent people skills, you will act as a mentor in the development of the Data C Systems Support Officer and will help to improve data literacy skills across the organisation as a whole.
Key responsibilities:
Insights, analytics and reporting
Data systems and processes
If you’re enthusiastic about this opportunity but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway and demonstrate how your experience is transferrable. You may be just the right candidate.
You will already have experience of complex data analysis and reporting on performance across large datasets, along with experience of building engaging dashboards and efficient data models in Microsoft Power BI, Salesforce, or similar analytics platforms. You have analytical and problem- solving skills to interpret and present complex data, along with expert digital skills around use of MS Office 365 and advanced proficiency in Microsoft Excel to summarise and graphically represent data. You will understand data migration across systems and how to map effective reporting requirements. Experience with MS Fabric or similar data lakes/warehouses would be very beneficial.
You are a team player who can work with others to deliver a service and challenge colleagues appropriately where required. You have strong planning and time management skills, with ability to deal with competing priorities and deliver results to tight deadlines. You will already have a good understanding of the importance of data and information security, with experience of managing and working with information, systems and databases, designing and producing reports from them.
CLOSING DATE: Sunday 19th July 2026 at midnight.
PLEASE NOTE: We are unable to provide work permits or visa sponsorship for this role, so applicants must already have the right to live and work in the UK independently.
An inclusive workplace We are committed to policies and practices of equity, diversity, and inclusion and to supporting our people to make sure our culture is consistent with this commitment.
Accessibility If you require assistance or have questions regarding the application process, please do contact us.
YMCA DLG requires all staff and volunteers to be committed to safeguarding and promoting the welfare of children and young people, and to respond proactively to safeguarding concerns.
Successful applicants will undergo a thorough background screening process, conducted by an accredited third-party provider. This includes an Enhanced DBS check (with Children’s and Adults’ Barred Lists) as well as comprehensive reference and activity check.
Our mission is to help children and young people have a fair chance to be who they want to be.

Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
Men are dying too young – and it doesn’t have to be that way.
Around the world, men are facing a health crisis: prostate cancer, testicular cancer, poor mental health and suicide. At Movember we’re on a mission to change the face of men’s health by making it easier for men to talk, act and live longer healthier lives.
Every project, every campaign, every idea adds up to real change. You’ll be part of a purpose-fueled crew who believe making an impact and having fun should go hand in hand. Your mission is calling.
DO GOOD. Work for Movember.
Your Mo-Mission (should you choose to accept it):
Movember has an ambitious five-year strategy, and this nine-month contract role sits right at the heart of making it happen. As Project Manager, Global Fundraising, you'll be the connective tissue between Movember's global and local fundraising teams, keeping complex, multi-workstream initiatives moving on time, on scope, and on target across every market we operate in.
Working closely with the Global Director of Mass Fundraising, the Global Director of Markets, the Interim CEO, and the Campaign Steering Committee, you'll help design and deliver the annual Global Campaign Plan, manage the cross-functional Campaign squad, and develop fundraising initiatives that local teams across six markets can actually bring to life. That means building clear briefs, practical toolkits, and implementation guidance that translate global ambition into local execution, and then partnering with those local teams to make sure they have everything they need to succeed.
On any given day you might be managing project plans and timelines, facilitating steering committee sessions, identifying risks before they become problems, tracking KPIs across markets, or supporting the Interim CEO on organisation-wide delivery of the One Mo Plan. You'll also shape and embed best-practice project management methodologies that scale, and lead retrospectives that make Movember smarter year after year.
This is a global role, and that means some out-of-hours collaboration across time zones is part of the deal. Based in London and reporting to the Global Director of Fundraising, this is a full-time, nine-month fixed-term contract for someone who combines genuine fundraising expertise with serious project management discipline, and who thrives on bringing order to complexity without losing sight of the mission.
No Moustache Required - but the following are:
5+ years of experience across project management and fundraising, with a track record of delivering complex, multi-workstream projects on time and to target
Proven experience designing and delivering fundraising initiatives, including the development of toolkits, briefs and implementation resources for local market teams
Strong experience working with cross-functional or geographically dispersed teams, with the ability to coordinate and align across time zones and organisational levels
An influential stakeholder manager, comfortable negotiating, challenging, and bringing people along at all levels, including senior leadership and local market leads
An excellent communicator: clear, calm, and confident presenting to a range of audiences including international stakeholders and board-level leadership
Strong attention to detail without losing sight of the bigger picture
A creative, pragmatic and solutions-focused mindset, with the ability to balance global consistency with local market flexibility
Proficiency in project management tools, preferably Asana, alongside platforms such as Box and Salesforce
Not Mission Critical - but for extra bonus points:
Experience working in a global organisation with cross-market fundraising responsibilities
Familiarity with CRM best practice, particularly Salesforce, in a fundraising or campaign context
GOOD CAUSE:
Working for Movember, you’ll help turn ideas (and moustaches) into millions for men’s health. Every bit we raise changes the face of men’s health by funding research, improving treatments, and supporting programs that help save lives.
We’re even shaping government policies on men’s health worldwide. By meeting directly with lawmakers, and helping them understand how more investment on men’s health benefits not just men, but all the communities they serve.
GOOD VIBES:
We love weekends. That’s why our Fridays finish early for nine months of the year. But we also love our office vibe. Because here, it always feels like something big is about to happen. Be it an office-wide surprise birthday party (with cake!) or an open invite for all to hit the pub.
Come the hairy season, the energy cranks up. We’re talking celebrity visits. Live stunts on-site for TV and radio. And when we hit a fundraising milestone, the office gong might even go off. But, for those who prefer calm, no probs: hybrid working means you work where you feel best.
GOOD CREW:
Spoiler alert: we’re a no-ego, all-impact crew. That means everyone gets a say, from new starters to those leading the charge. Collaboration over hierarchies, curiosity over rigid process. And it’s true across all our offices worldwide. We work as one, sharing expertise and celebrating wins. All in the name of making the biggest impact across the globe. United, we Mo.
Being different is how we started. And it’s also helped us raise $1 billion for men’s health. So, we know the power of diverse experiences, skills and perspectives.
Movember is committed to promoting a diverse and inclusive community and workplace - a place where we can all be ourselves, and each have the equal opportunity to succeed and be recognised for our unique contribution. We value the experiences, skills and perspectives of all individuals and actively encourage applications from people with diverse backgrounds. We make recruitment decisions based on applicants’ skills, experience and knowledge, ensuring all applicants are treated fairly.
Do you want to DO GOOD?
If so, we’d love to hear from you.
The client requests no contact from agencies or media sales.
Job Title: Director of Examinations
Reports to: Chief Executive
Line reports: Examinations Manager (x2)
The Royal College of Ophthalmologists (RCOphth) is a membership organisation and the voice of the profession, with over 4,750 members in the UK and overseas. Our role is to champion the specialty, set standards of training and practice, and influence change to make a difference to the lives of patients with eye conditions.
Job Purpose
The Director of Examinations plays an important role within the College, providing strategic leadership, oversight and delivery of our exam function in the UK and overseas, at the same time as ensuring alignment with best practice and GMC standards.
This role has responsibility for a budget of £2M+ and for the delivery of exams to around 3,000 candidates each year. The postholder is also responsible for leading a team of six members of staff and forms a key part of our Senior Leadership Team, taking corporate responsibility for the overall direction and operational management of the College.
Main responsibilities
1. To oversee the strategic direction and delivery of exams
Provide strategic leadership for the College's examination function, ensuring all examinations are designed, delivered and continuously improved in accordance with the College's strategic objectives, regulatory requirements, obligations and recognised best practice
Develop and implement the long-term exams strategy, anticipating future developments in medical education, assessment, AI technology and regulation to identify opportunities, manage risks and ensure the continued relevance and sustainability of the College's examinations
Ensure the College's examinations meet the standards required by the General Medical Council (GMC) and other relevant regulatory bodies, maintaining robust governance, quality assurance and standard-setting processes that demonstrate examinations are valid, reliable and fit for purpose
Lead the strategic planning, financial management and performance of the examinations function, ensuring delivery within agreed budgets while maintaining high-quality services and identifying opportunities for innovation and operational efficiency
Champion an outstanding candidate and stakeholder experience by ensuring examinations are delivered to consistently high standards of customer service, accessibility, fairness and professionalism, with particular regard to equity, diversity and inclusion, confidentiality and information security
Provide executive leadership for the development, implementation and continuous improvement of policies, assessment methodologies and quality assurance frameworks, ensuring alignment with developments in medical assessment and educational best practice.
Oversee governance arrangements for examination appeals, reasonable adjustments, examination security and risk management, ensuring robust, transparent and legally compliant decision-making processes
Ensure comprehensive monitoring and analysis of examination performance, assessment outcomes and equality data, using evidence and statistical analysis to inform continuous improvement, maintain standards and provide assurance to the College's governance structures and external regulators
Drive the development and implementation of digital solutions, leading business change to improve resilience, efficiency, data quality and the candidate experience
Lead the strategic development and expansion of the College's international examination portfolio, identifying opportunities for growth while ensuring consistent quality, governance and candidate experience across the UK and overseas in a financially sustainable way
Ensure appropriate governance, oversight and maintenance of systems, policies, guidance and digital resources, including candidate communications and public-facing information
Foster a culture of continuous improvement, innovation and evidence-based practice across the examinations function, ensuring emerging risks, operational issues and opportunities are identified and addressed proactively.
2. To foster close and constructive relationships with key stakeholders
Develop and maintain strategic relationships with examiners, psychometricians, clinical leaders, regulators and international delivery partners, fostering collaboration to ensure the consistent delivery, quality and integrity of the College's examinations across the UK and internationally
Provide strategic oversight of the recruitment, development and performance of the College's volunteer examiner workforce, ensuring examiners are appropriately trained, supported and calibrated to deliver assessments in accordance with regulatory requirements and recognised best practice
Serve as the executive lead for the College's Examinations Committee and its subcommittee structure, providing strategic advice, governance support and assurance to enable effective oversight of the examination function and its ongoing development
Lead the College's relationship with the GMC, acting as the principal point of engagement on examination matters. Ensure timely and robust regulatory reporting, represent the College in formal discussions, and provide assurance that examinations continue to meet all applicable regulatory standards
Build and maintain productive relationships with key UK stakeholders, including the Postgraduate Dean for Ophthalmology, the Academy of Medical Royal Colleges (AoMRC), NHS partners and other professional bodies, influencing developments in postgraduate medical assessment and promoting collaboration across the sector
Lead the College's engagement with international partners, including examination delivery organisations, host institutions and the College of Ophthalmology of Eastern, Central and Southern Africa (COESCA), supporting the strategic growth, quality assurance and sustainable development of the College's international examination portfolio
Represent the College externally on matters relating to examinations and assessment, acting as a trusted advisor to senior clinical leaders, regulators and partner organisations, and enhancing the College's reputation as a leader in postgraduate medical assessment.
3. To lead the directorate
Provide executive leadership of the team, creating a high-performing, collaborative and customer-focused culture that enables colleagues to deliver excellent outcomes
Lead, develop and empower the team through effective coaching, succession planning and identification of professional development opportunities, building capacity and resilience
Establish clear individual and team objectives aligned to the College's strategic priorities, monitoring performance, fostering accountability and supporting the successful delivery of agreed outcomes
Promote effective communication and collaboration across the team, ensuring colleagues are informed, motivated and connected to the College's strategic direction, while championing the team's achievements across the organisation
Ensure robust financial stewardship, including strategic financial planning, budget management and long-term forecasting, contributing to the College's sustainability and value for money
Provide strategic advice, analysis and assurance to the Board of Trustees and Finance Committee, reporting on performance, risks, financial position and progress against objectives
Establish effective governance and programme management arrangements to deliver strategic initiatives, foster cross-College collaboration and drive continuous improvement.
4. To contribute as a member of the Senior Leadership Team (SLT)
Play a full and active role as a member of the SLT, contributing to the development and delivery of the College's strategy and organisational priorities
Provide visible organisational leadership, promoting collaboration across teams and embedding a one-College approach that delivers consistently high standards of service and performance
Contribute to the development, implementation and review of College-wide policies, governance arrangements and organisational processes, ensuring effective and consistent application across the organisation
Share collective corporate responsibility for decisions taken by the SLT and Board of Trustees, supporting their successful implementation and promoting a culture of accountability and continuous improvement
Lead and contribute to cross-organisational change programmes and strategic projects, ensuring effective engagement with colleagues and stakeholders to deliver sustainable improvement
Champion and role model the College's values, behaviours and leadership expectations, fostering an inclusive, respectful and high-performing organisational culture.
5. To undertake other duties as required:
Undertake any other reasonable duties as required by the Chief Executive
Extensive travel in the UK and overseas is required, alongside working outside normal hours from time to time during exam sittings.
Person Specification
Knowledge, Qualifications and Experience
Degree or equivalent professional qualification
Significant senior leadership experience in examinations, education, assessment or a professional membership organisation
Experience of leading high-stakes assessment or examination services, including quality assurance and regulatory compliance
Experience of strategic planning, budget management and organisational performance
Experience of leading, developing and motivating high-performing teams
Experience of working with Boards, committees, regulators and senior stakeholders
Experience of leading organisational or digital change programmes
Skills and Abilities
Strategic leadership with strong planning, analytical and decision-making skills
Excellent communication, influencing and relationship management skills
Financial and commercial awareness with the ability to manage resources effectively
Ability to lead change, manage risk and deliver continuous improvement
Strong organisational skills with the ability to manage multiple priorities and deliver results
Personal Qualities (Attributes)
Collaborative, inclusive and values-driven leader who demonstrates integrity, professionalism and sound judgement
Resilient, adaptable and committed to innovation, continuous improvement and customer excellence
Commitment to equity, diversity and inclusion and to continuing professional development
Other requirements
Willingness to travel within the UK and internationally and work occasional evenings or weekends during examination periods
To champion the specialty and improve the health of those with eye conditions
The client requests no contact from agencies or media sales.