Customer Resolution & Insight Manager

Panoramic Associates; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading housing organization in the United Kingdom is seeking a Customer Resolution and Insight Manager. This role focuses on improving services through customer insight and effective communication, acting as a key advisor for the Housing Ombudsman. The ideal candidate will have experience in customer resolution, strong organizational skills, and the ability to mentor others. The position offers a hybrid working model and a range of rewards including annual leave and professional development opportunities.

Benefits

33 days annual leave

Local Government Pension Scheme

Simply Health medical cash plan

Personal and professional development

Qualifications

• Demonstrable experience leading a similar service.
• Ability to manage customer resolution and embed improvements.
• Experience mentoring and developing direct reports.

Responsibilities

• Act as a key advisor and primary contact for the Housing Ombudsman.
• Collaborate across teams to improve service delivery.
• Drive learning and customer insight for service improvements.

Skills

Experience in customer resolution

Strong communication skills

Ability to turn learning into practical improvements

Collaborative approach

Tools

CRM systems

Power BI

Job description

Overview

SUTTON HOUSING PARTNERSHIP is a groundbreaking, innovative housing partnership operating as a not-for-profit organisation in the Borough of Sutton with ambitious objectives to make 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.

Responsibilities

• Act as a key advisor across service areas and primary point of contact for the Housing Ombudsman, ensuring alignment with the Dispute Resolution Principles.
• Collaborate across teams, build positive relationships with colleagues, councillors and external partners, and foster a culture where feedback is welcomed and acted upon.
• Drive learning from complaints and customer insight, turning learning into practical service improvements.
• Work with the Executive Management Team (EMT) and senior leaders to embed lessons learned into service delivery.

What you will bring to the role

• Demonstrable experience leading a similar service, responding to complaints, managing customer resolution and 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 (e.g. 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.

Rewards and benefits

• 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.

How to apply

Closing Date: 15 February

Anticipated interview date/s: w/c 23 February

We kindly request that Recruitment Agencies do not contact SHP with applicant CVs as they will not be considered.