Customer Resolutions Team Leader

Wandle Housing Association Limited.; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Wandle Housing Association Limited is seeking a Permanent, Full Time Complaints Improvement Team Leader to lead and manage the Customer Resolution Officers, ensuring fair, timely and high-quality Stage 1 complaint resolutions in line with Housing Ombudsman guidance.

The role will drive a culture of learning and continuous improvement, mentoring staff, and collaborating with the Complaints Improvement Manager across the organisation to support positive customer outcomes.

Qualifications

• Mentoring and coaching of a team to deliver Stage 1 resolutions.
• Experience as a direct line manager in a complaints function.
• Strong verbal and written communication skills.

Responsibilities

• Lead, motivate and develop a team of Customer Resolution Officers to deliver Stage 1 complaints resolution.
• Collaborate with the Complaints Improvement Manager to build relationships across teams for effective complaint resolution.
• Ensure accurate record keeping and case management across the team.

Skills

Mentoring

Coaching

Line management

Communication

Job description

Permanent - Full Time - Hybrid - £45,000

The Complaints Improvement Team Leader is responsible for leading and managing the Customer Resolution Officers, ensuring residents receive fair, reasonable, timely and high-quality Stage 1 complaint resolutions. The role will drive a culture of learning and continuous improvement, ensuring Stage 1 complaints are handled consistently, in line with organisational policies, and compliant with the Housing Ombudsman's Complaint Handling Code

Key Responsibilities of the role:

• Lead, motivate and develop a team of Customer Resolution Officers to deliver excellent stage 1 complaints resolution.

• Work with the Complaints Improvement Manager to build effective working relationships with teams across the organisation to support complaint resolution and positive customer outcomes.

• Ensure accurate record keeping and case management across the team.

What we are looking for:

• Strong mentoring and coaching skills

• Experience of being a direct line manager

• Experience within a complaints function

• Strong communication skills - both verbal and written

• Knowledge of the Housing Ombudsman Complaint Handling Code and social housing regulatory environment

Wandle offers great benefits across the business, please see the link for our Recruitment Pack here - Home - Recruitment Pack

Closing date:11th October 2026 at 11:55pm
Shortlisting: 12th October 2026

Wandle is committed to being an inclusive employer where everyone is welcome! No matter your race, religion, gender, sex, sexuality, ethnicity or if you have a disability. We encourage all to apply and everyone feel safe in the knowledge that hiring decisions will not be decided based on any of these criteria.

If you need any reasonable adjustments during the hiring process, please do reach out to us to let us know how we can best support you to put your best self forward.

Please note we are unable to sponsor Visa's, so to be able to work for Wandle you must already have and be able to provide proof of your Right to Work in the United Kingdom.