Customer Resolution and Insight Manager

London Borough of Sutton; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Annual leave 28/33 days

Simply Health Cash Plan

Cycle to work scheme

Employee Assistance Programme

Job summary

Sutton Housing Partnership is seeking an experienced and values-driven Customer Resolution and Insight Manager who is passionate about residents' needs and using insight to improve services.

You will be a confident leader, driving fairness and learning through robust complaint handling, collaborating across teams, and maintaining strong relationships with councillors, residents, and external partners. CIH Level 3 Housing qualification is required or in progress.

Qualifications

• Experience in leading resolution and insight programmes within housing or public sector.
• Proven ability to drive service improvements through resident feedback and data.

Responsibilities

• Act as the primary adviser on disputes and ensure alignment with dispute resolution principles.
• Lead cross-team collaboration with EMT and senior leaders to embed lessons learned into service delivery.

Skills

Leadership

Stakeholder engagement

Complaint handling

Education

CIH Level 3 Housing qualification

Job description

With a workforce of two hundred colleagues we're small enough to be friendly and large enough to give you scope to develop and progress your career. We are based in Sutton Town Centre with great transport links in and out of London. Our colleagues work and engage with residents in the borough and wider for our private sector colleagues.
At SHP our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues; to deliver excellent services to residents. As a landlord organisation this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives.

About the Role and our Ideal Candidate

We are looking for an experienced and values-driven Customer Resolution and Insight Manager who is passionate about doing the right thing for residents and using insight to continually improve services.

You will be a confident and credible leader who believes that complaints not only ensure compliance but also drive fairness, learning and improved outcomes for customers. You will enjoy working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and creating a culture where feedback is welcomed and acted upon.

Acting as a key advisor across our service areas, you will be the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles.

This role has high visibility; you will work closely with the Executive Management Team (EMT) and senior leaders to ensure that lessons learned are embedded into our service delivery.

Applicants must hold, or be working towards, a CIH Level 3 Housing qualification. We are committed to supporting professional development and will provide support to those working towards completing the qualification.

About Us

At SHP our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues; to deliver excellent services to residents. As a landlord organisation this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives.

SHP was awarded the highest possible rating of C1 by the Social Housing Regulator in October 2025.

Our Offer To You

Colleagues at SHP take pride in delivering our priorities and working in rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems.

A good work-life balance is important and our key benefits are:

• Membership of the Local Government Pension Scheme (opens in new window) – a career average scheme where employees contribute between 5.5% and 12% . Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April 2025 .
• Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off on bank holidays.
• Simply Health Cash Plan which allows colleagues to claim cashback on dental, optical, consultations and scans.
• Employee Benefits to include cycle to work scheme and a range of discounts schemes
• Employee Assistance Programme is a confidential, independent, expert provider of employee support services paid for by SHP to help you balance and discuss issues in your work, family and personal life. It is available 24 hours a day, 7 days a week, 365 days a year
• Investment in your learning and development; My Learning account is set up for every member of staff with access to e-learning modules and Instructor led training. Opportunities for external training that meet both individual and strategic requirements are considered through an application process.

We anonymise all applications received to reduce conscious and unconscious bias enabling every application to be reviewed on the knowledge, skills and experience shown in your application. Our managers are advised to set up interview panels to be diverse to reduce bias, where possible. We are fully committed to removing barriers and enhancing the diversity of our workforce

We guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role and ensure that our recruitment and selection process is inclusive and accessible.

Additional Information

We are proud to be a diverse and welcoming organisation and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from under represented groups.

The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the GOV.UK website for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.

Sutton Housing Partnership Limited Registered Office: Sutton Gate, 1Carshalton Road, Sutton, Surrey, SM1 4LE
Telephone: [phone]

Registered in England and Wales - Registered Number:05589014