Customer Liaison Manager

Haringey Council; London Borough of Southwark; On-site; GBP 54,000 - 57,000; Full time

Job summary

Haringey Council is seeking an experienced Customer Liaison Manager to lead the Housing Repairs Complaints Service, ensuring effective delivery of Stage 1 complaints, FOI requests, DSARs, and Ombudsman investigations.

You will provide strategic oversight of complaint handling, governance, and performance, coordinating with legal, information governance, and operational teams to drive service improvement and ensure statutory compliance.

Qualifications

• Significant experience leading complaints services within housing, local government, or regulated customer service.
• Knowledge of the Housing Ombudsman Complaint Handling Code and handling Ombudsman investigations.
• Strong understanding of FOI, UK GDPR and DSAR processes.

Responsibilities

• Lead and manage the Housing Repairs Complaints Service and oversee Stage 1 complaints, Member Enquiries, FOI requests, DSARs, and Ombudsman investigations.
• Provide governance, performance monitoring, and service improvement across Housing and Repairs services.
• Collaborate with legal, information governance, and operations teams and external stakeholders to ensure statutory compliance and high-quality service.

Skills

Complaints handling

Housing/Local government

Ombudsman investigations

Freedom of Information

Data Subject Access Requests

Team leadership

Stakeholder management

Education

Regulatory/compliance background

Job description

looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.

About the Role

The Customer Liaison Manager is responsible for leading and managing the Housing Repairs Complaints Service, ensuring the effective delivery of Stage 1 complaints, Member Enquiries, Freedom of Information (FOI) requests, Data Subject Access Requests (DSARs) and Housing Ombudsman investigations. The role provides leadership and oversight of complaint handling, governance, performance monitoring, and service improvement activities across Housing and Repairs services. Working closely with operational teams, legal services, information governance colleagues, and external stakeholders, the postholder will ensure statutory compliance, promote excellent customer service, and use resident feedback and learning outcomes to drive continuous service improvement.

About the Team

The Housing Complaints Team plays a vital role in ensuring residents receive a fair, transparent, and responsive service. The team manages complaints, Ombudsman enquiries, Member Enquiries, FOI requests, and DSARs, working collaboratively with repairs, housing operations, legal services, and information governance teams to deliver high-quality outcomes for residents. The team is focused on customer experience, accountability, and continuous improvement, using complaint trends and performance data to identify opportunities to strengthen services and improve resident satisfaction across the Housing and Repairs function.

About You

You will be an experienced manager with a strong track record of leading complaints, customer relations, housing services or regulatory compliance functions. Comfortable working in complex and high-profile environments, you will combine excellent communication and stakeholder management skills with the ability to lead teams, influence service improvement and deliver high-quality outcomes under pressure.

You will have:

• Significant experience managing complaints services within housing, local government or another regulated customer service environment.
• Detailed knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations, determinations and compliance activities. Strong understanding of Freedom of Information legislation, UK GDPR and Data Subject Access Request processes. Experience managing Member Enquiries and complex customer correspondence. Proven ability to lead, motivate and develop high-performing teams. Experience analysing performance data, identifying trends and producing management reports to support decision-making and service improvement. Excellent written communication, investigation and report-writing skills. Strong relationship-building and stakeholder management skills, with the ability to work effectively across service areas. Ability to manage competing priorities and meet statutory deadlines in a fast-paced environment. Experience within social housing, repairs or

Contract Terms

Starting salary: PO5 (53,919 - 57,150)

Location: Broadwater Farm Community Centre

Contract type: Permanent

Working pattern: Full-time, 36 hours (Onsite)

Closing date: Sunday, 18th October 2026

Interview date: Week commencing 26th October 2026 (TBC)

About Haringey

Haringey is a fantastic place to live and work - the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We'll be celebrating all this and more as the "rebel borough" when we are the 2027 London Borough of Culture. Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey's people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us