Customer Resolution & Insight Manager

IO Associates; Sutton Green; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A not-for-profit housing partnership in Sutton Green is seeking an experienced Customer Resolution and Insight Manager. The role involves leading customer resolution efforts, ensuring compliance with the Housing Ombudsman, and driving service improvements based on customer feedback. Ideal candidates should possess strong leadership skills, an understanding of complaints management, and a collaborative approach to work. The organization offers a total reward package that includes flexible working, generous leave, and professional development opportunities.

Benefits

33 days annual leave

Local Government Pension Scheme

Simply Health medical cash plan

Modern and flexible working environment

Hybrid working - 3 days in office

HOME Awards

Personal and professional development

Qualifications

• Demonstrable experience leading a service focused on customer resolution.
• Ability to turn customer insights into service improvements.
• Values-led approach with fairness and respect.
• Strong communication skills for sensitive discussions.
• Proven experience in mentoring and developing teams.

Responsibilities

• Act as a key advisor for the Housing Ombudsman and ensure compliance.
• Collaborate with teams to build positive relationships.
• Drive learning from complaints to improve services.
• Work with senior leaders to embed lessons learned into service delivery.

Skills

Leadership in customer resolution

Understanding of complaints management

Strong organizational skills

Effective communication

Collaborative approach

System skills (CRM, Power BI)

Job description

SUTTON HOUSING PARTNERSHIP

We are a groundbreaking, innovative housing partnership working as a not-for-profit organisation in the Borough of Sutton with ambitious objectives for making Sutton a great place to live.

Formed in April 2006 as an Arms Length Management Organisation (ALMO) we work in partnership with Sutton Council and its residents, managing over 6,000 council properties and over 1,500 leasehold properties in Sutton.

The opportunity:

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 drive fairness, learning and improving outcomes for customers.

• Acting as a key advisor across service areas, the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles.
• Working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and creating a culture where feedback is welcomed and acted upon.
• Driving the importance of learning from complaints and customer insight, turning learning into practical service improvements.
• Working closely with the Executive Management Team (EMT) and senior leaders to ensure that lessons learned are Embedded into service delivery.

What you will bring to the role:

• Demonstrable experience leading a similar service, responding to complaints, managing customer resolution and proven success with embedding improvements.
• A clear understanding of the importance of learning from complaints and customer insight, and the ability to turn learning into practical service improvements.
• A values-led approach, demonstrating fairness, respect and a commitment to doing the right thing, even in complex or challenging situations.
• Strong organisational and communication skills, with the ability to explain decisions clearly, sensitively and professionally to residents and stakeholders.
• Strong system skills: configuring and optimising case management and reporting systems (eg CRM, NEC, Power BI).
• Proven experience mentoring, training & developing direct reports
• A collaborative approach, with the ability to build trust, influence others and work effectively across teams to drive improvement.

At SHP, we pride ourselves on being open, approachable and committed to excellent customer service. We are looking for someone who shares those values, leads with integrity, and is motivated by making a real difference to the lives of our residents.

SHP total reward offer includes:

• 33 days annual leave, plus 8 statutory holidays
• Local Government Pension Scheme
• Simply Health medical cash plan
• Modern and flexible working environment
• Hybrid working - 3 days in office
• HOME Awards
• Personal and professional development

Before applying, please refer to the role profile and ensure you meet the essential criteria.

Closing Date:

15 February

Anticipated interview date/s:

W/c 23 February