Senior Complaints & Service Improvement Lead

Freebridge Community Housing in King's Lynn is seeking an experienced Complaints Manager to lead our two-stage complaints process and drive customer-focused service improvements across the organisation. You will chair the Lessons Learned Group, manage a small team of complaint handlers, and act as the operational lead for complaint handling, ensuring timely, fair outcomes and robust reporting.

If you are passionate about customer experience, regulatory compliance, and turning feedback into