Customer Resolution and Insight Manager

London Borough of Sutton; Greater London; On-site; GBP 52,000 - 78,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Annual leave 28/33 days

Health cash plan

Cycle to work

Learning and development budget

Job summary

Sutton Housing Partnership (SHP) seeks a experienced Customer Resolution and Insight Manager to drive fair outcomes for residents and use insights to continually improve services. You will be a credible leader, engaging with residents, councillors and external partners to embed learning and enhance customer experiences.

You will work closely with EMT and senior leaders, acting as a key advisor to Housing Ombudsman and ensuring alignment with dispute resolution principles.

Qualifications

• Experience in housing or landlord services or equivalent.
• Strong leadership and people-management skills.
• Ability to use insight to inform service improvement and decision making.

Responsibilities

• Lead resolution and insight activities across housing services.
• Act as primary advisor for dispute resolution with external bodies.
• Collaborate across teams and with elected members to improve outcomes.

Skills

Leadership

Stakeholder management

Complaint handling

Education

CIH Level 3 Housing qualification

Job description

About The Borough

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.

About The Borough

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.

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.