Customer Resolution Lead - Shape Fair, Timely Complaints

Livevacancies; St Helens; On-site; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Generous annual leave

Pension plan

Employee discounts

Flexible working

Learning opportunities

Job summary

Torus is seeking a Customer Resolution Team Leader to oversee our Complaint Handling Service within the Customer Resolution and Tenant Involvement team. You will lead the Customer Resolution Officers and drive impartial, evidence-based investigations to deliver fair, timely outcomes across Stage 1 and 2 complaints.

The role focuses on performance, quality, and learning from feedback, with responsibilities including reporting, stakeholder engagement, and contributing to the Complaints Strategy.

Qualifications

• Relevant professional complaint handling experience or qualification.
• Knowledge of complaint handling best practice.
• Willingness to pursue CIH Level 4 qualification

Responsibilities

• Inspire, lead and motivate the Customer Resolution team to deliver a high-quality complaints service.
• Support and guide Officers in the effective management of Stage 1 and 2 complaints, embedding dispute resolution principles.
• Manage complex or high-volume complaint cases, ensuring investigations are fair and evidence-based.
• Oversee the quality and timeliness of complaint responses, ensuring compliance with standards.
• Ensure customer vulnerabilities are considered throughout the process.
• Support the Complaints Strategy and embed learning across the organisation.
• Lead on complaint performance and drive continuous improvement.
• Develop relationships with internal stakeholders and external bodies to support outcomes.
• Prepare performance reports and management information for leaders and boards.

Skills

People leadership

Complaints handling

Stakeholder management

Performance monitoring

MS Office

Governance & risk

Pressure management

Education

CIH Level 4

CCA/ICSP or equivalent

Tools

Case management system

Job description

Torus is seeking a Customer Resolution Team Leader to oversee our Complaint Handling Service within the Customer Resolution and Tenant Involvement team. You will lead the Customer Resolution Officers and drive impartial, evidence-based investigations to deliver fair, timely outcomes across Stage 1 and 2 complaints.

The role focuses on performance, quality, and learning from feedback, with responsibilities including reporting, stakeholder engagement, and contributing to the Complaints Strategy.