Customer Resolution Team Leader

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

We're looking for a Customer Resolution Team Leader to join our Customer Resolution and Tenant Involvement team. This is an exciting opportunity for an experienced complaints professional and people leader to take ownership of our complaint handling service, ensuring customers receive fair, timely and effective resolutions throughout every stage of the complaint lifecycle.

As Customer Resolution Team Leader, you will lead our Customer Resolution Officers and support the delivery of the Complaints Strategy across the organisation. You'll ensure complaints are investigated impartially using an evidence-based approach, driving high standards of performance, quality and service delivery while embedding learning from complaints to improve services and outcomes for customers. Working closely with colleagues across the business, you'll play a key role in ensuring complaint management not only resolves individual issues but also contributes to continuous improvement across Torus.

What you'll be doing:

• Inspire, lead and motivate the Customer Resolution team to deliver a high-quality complaints service.
• Support and guide Customer Resolution Officers in the effective management of Stage 1 and Stage 2 complaints, embedding the principles of dispute resolution.
• Manage complex or high-volume complaint cases, ensuring investigations are fair, impartial and evidence-based.
• Oversee the quality and timeliness of complaint responses, ensuring compliance with service standards and the Housing Ombudsman's Complaint Handling Code.
• Ensure customer vulnerabilities and individual circumstances are appropriately considered throughout the complaint process.
• Support the delivery of the Complaints Strategy and help embed learning from complaints across the organisation.
• Lead on complaint performance, monitoring quality, service standards and targets to drive continuous improvement.
• Support the implementation of learning from complaints, including facilitating learning activities and sharing best practice across services.
• Develop and maintain effective relationships with internal stakeholders, MPs, Councillors and the Housing Ombudsman Service to support positive outcomes for customers.
• Support complaint audits, case management improvements and annual self-assessments against the Complaint Handling Code.
• Prepare and contribute to performance reports, KPI reporting and management information for senior leaders, committees and boards.
• Manage allocated resources effectively, ensuring value for money and compliance with financial and governance requirements.
• Participate in the Housing and Assets out-of-hours on-call rota and promote safeguarding, equality, diversity and health and safety requirements.

What we're looking for:

• A professional complaint handling qualification (CCA, ICSP or equivalent) or significant relevant complaint handling experience.
• CIH Level 4 qualification, or willingness to work towards this.
• Proven experience leading, managing and motivating teams to achieve performance targets and deliver excellent customer outcomes.
• Experience delivering an effective complaints service and driving service improvements.
• Experience working under pressure, managing competing priorities and meeting deadlines.
• Knowledge of complaint handling best practice and experience working with the Housing Ombudsman Service.
• Strong leadership, communication and influencing skills, with the ability to build effective stakeholder relationships.
• Strong IT skills, including Microsoft Office and housing or case management systems.
• Experience using performance data and insight to monitor performance and drive continuous improvement.
• A proactive, resilient and customer-focused approach.
• An understanding of governance, compliance and risk management.

Shortlisted candidates will be invited to attend an in-person interview at our St Helens office on Thursday 29 October 2026. The interview process will consist of a competency-based discussion and a presentation. Details of the presentation will be provided to shortlisted candidates in advance.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.

£40,712 (pending pay award)

Hours

37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.

Job attachments

Customer_Resolution_Team_Leader_JDandPS.pdf