Complaints Manager - Estate Agency

About the Role

We are looking for an experienced and commercially minded Complaints Manager to join our Compliance team at KFH.

This is an excellent opportunity for a property professional with strong knowledge of residential lettings legislation, complaint resolution and dispute management to take ownership of complex complaints, external redress cases and First-tier Tribunal market rent proceedings.

Reporting directly to the Head of Compliance, you will play a key role in protecting the business, delivering fair and effective complaint resolutions and driving continuous improvement across our Lettings operations.

Key Responsibilities

• Manage Stage 2 complaints from investigation through to final resolution.
• Oversee escalations to The Property Ombudsman (TPO) and Property Redress Scheme (PRS), preparing robust, evidence-based submissions.
• Manage First-tier Tribunal (Property Chamber) market rent cases, including Section 13 challenges, landlord representations, and supporting evidence.
• Work closely with branch managers, operational teams and senior stakeholders to investigate and resolve complex matters.
• Assess legal, financial and reputational risks, negotiating fair and commercially proportionate outcomes.
• Monitor complaint trends, identify recurring issues and recommend improvements to business processes and training.
• Produce regular management reports covering complaint outcomes, tribunal activity and compensation expenditure.

About You

We are looking for someone who brings:

• Proven experience in complaints handling, dispute resolution or compliance within residential lettings or property management.
• ARLA Propertymark Level 3 qualification.
• Strong knowledge of residential lettings legislation, tenancy agreements and regulatory requirements.
• Excellent investigative, analytical and written communication skills.
• Confidence managing complex cases, challenging decisions where appropriate and negotiating resolutions.
• Strong organisational skills and the ability to work independently to strict deadlines.
• A commercially minded approach with sound judgement and attention to detail.

Desirable experience:

• First-tier Tribunal market rent cases and Section 13 rent increases.
• TPO or PRS investigations and adjudications.
• Tenancy deposit disputes and complaint trend analysis.

Why Join KFH?

This is an opportunity to take ownership of a varied and important function within an established London property business.

You will work closely with senior leadership, have direct involvement in complex regulatory and dispute matters, and play an active role in improving how complaints are managed across the organisation.

Interested?

We would love to hear from experienced property professionals looking for their next challenge.