Head of Customer Resolution & Complaints (Housing)

Niyaa People; Park Central; Hybrid; GBP 55,000 - 59,000; Full time

Benefits offered by this job

Hybrid working

3 days in office, 2 days from home

Salary £55,000–£59,000

Job summary

Niyaa People is recruiting for a permanent Customer Resolution Manager in Edgbaston, Birmingham. You will lead the Customer Resolution team, drive compliant housing Ombudsman processes and deliver swift, fair outcomes for tenants.

You’ll collaborate with senior stakeholders, monitor performance, and develop service improvements in line with Housing Ombudsman Code. Hybrid role: three days in the office, two days remote.

Qualifications

• Experience managing Housing Ombudsman casework (essential).
• Strong knowledge of Housing Ombudsman Complaint Handling Code and Consumer Standards (essential).
• Proven experience managing, coaching and developing a complaints or customer resolution team.
• Strong performance management experience, including objectives, 1-to-1s, appraisals and addressing underperformance.
• Experience managing complex or escalated complaints within a regulated environment.
• Excellent written and verbal communication skills.

Responsibilities

• Managing, coaching and developing the Customer Resolution team.
• Setting objectives, monitoring performance and managing underperformance.
• Allocating workloads and ensuring complaints are handled within required timescales.
• Acting as a key liaison with the Housing Ombudsman Service.
• Managing evidence requests, case files, orders and Ombudsman determinations.
• Overseeing complex, sensitive and high-profile complaints.
• Ensuring complaints are handled in line with the Housing Ombudsman Complaint Handling Code and Consumer Standards.
• Using complaint data, themes and root-cause analysis to identify service improvements and reduce repeat failures.
• Producing MI, dashboards and performance reporting for senior leadership.
• Working with managers and frontline teams to improve complaint ownership, resolution and customer outcomes.
• Supporting MP, councillor and Chief Executive enquiries where required.

Skills

Housing Ombudsman casework

Housing Ombudsman Complaint Handling

People management

Performance management

Stakeholder management

Analytical thinking

Communication skills

Social housing knowledge

Education

Level 4 Housing qualification

People management qualification (desirable)

Job description

Niyaa People is recruiting for a permanent Customer Resolution Manager in Edgbaston, Birmingham. You will lead the Customer Resolution team, drive compliant housing Ombudsman processes and deliver swift, fair outcomes for tenants.

You’ll collaborate with senior stakeholders, monitor performance, and develop service improvements in line with Housing Ombudsman Code. Hybrid role: three days in the office, two days remote.