Housing Complaints & Customer Experience Lead

Haringey Jobs London; Worthing; On-site; GBP 54,000 - 57,000; Full time

Benefits offered by this job

Hybrid working opportunities

Local government pension scheme

Job summary

Haringey Council is seeking an experienced Customer Liaison Manager to lead the Housing Repairs Complaints Service, ensuring prompt Stage 1 responses, handling Member Enquiries, FOI requests, DSARs and Ombudsman investigations.

You will provide leadership across complaints governance, performance monitoring, and service improvement, working with legal, information governance, and external partners to deliver high-quality outcomes for residents in a fast-paced environment.

Qualifications

• Significant experience leading complaints services within housing, local government, or regulated environments.
• Detailed knowledge of the Housing Ombudsman Complaint Handling Code and Ombudsman investigations.
• Strong understanding of FOI legislation, UK GDPR and DSAR processes.

Responsibilities

• Lead and manage the Housing Repairs Complaints Service and related inquiries.
• Oversee governance, performance monitoring, and service improvement activities.
• Collaborate with legal, information governance and external stakeholders to ensure statutory compliance.

Skills

Complaint management

Customer relations

Housing services

Regulatory compliance

Stakeholder management

Data analysis

Leadership

Tools

FOI processes

DSAR processes

Job description

Haringey Council is seeking an experienced Customer Liaison Manager to lead the Housing Repairs Complaints Service, ensuring prompt Stage 1 responses, handling Member Enquiries, FOI requests, DSARs and Ombudsman investigations.

You will provide leadership across complaints governance, performance monitoring, and service improvement, working with legal, information governance, and external partners to deliver high-quality outcomes for residents in a fast-paced environment.