Housing Complaints Resolution Manager

4Recruitment Services; Guildford; Hybrid; GBP 64,000 - 84,000; Full time

Job summary

4Recruitment Services is seeking an experienced Housing Complaints Resolution Manager for a Surrey-based local authority. Hybrid working with two days on-site per week.

The role leads and improves complaint handling across Housing Services, managing Stage 1, Stage 2 complaints and Members' Enquiries to ensure fair, timely, professional responses.

Qualifications

• Significant experience of managing complaints or customer feedback within housing, local government or regulated environments.
• Experience handling complex Stage 1 and Stage 2 complaints and Members' Enquiries.
• Experience analysing performance data and identifying service improvements.
• Experience producing reports and presenting information to senior leaders or governance forums.
• Experience developing policies, procedures and quality assurance arrangements.
• Experience working with regulatory frameworks and external scrutiny bodies.

Responsibilities

• Lead complaint handling across Housing Services and oversee Stage 1/Stage 2 complaints and Members' Enquiries.
• Ensure residents receive fair, timely, professional, customer-focused responses.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Drive service improvement through resident feedback and relevant analytics.
• Provide assurance that complaint handling arrangements are effective, transparent and outcome-focused.

Skills

Complaint handling

Report writing

Stakeholder management

Analytical thinking

Problem solving

Tools

PowerPoint

Job description

Our local authority client based in Surrey are urgently seeking an experienced Housing Complaints Resolution Manager.

Hybrid working - 2 days a week on site

£400 a day Umbrella

Role Purpose

The Complaints Lead is responsible for leading and continuously improving complaint handling arrangements across Housing Services. The postholder will oversee the effective management of Stage 1 Complaints, Stage 2 Complaints and Members' Enquiries, ensuring residents receive fair, timely, professional and customer-focused responses.

The role acts as the principal lead for complaint handling, working across Housing Services, the Complaints Lead will ensure compliance with the Housing Ombudsman Complaint Handling Code, drive service improvement through resident feedback and provide assurance that complaint handling arrangements are effective, transparent and outcome focused.

Essential Knowledge and Experience

• Significant experience of managing complaints, investigations or customer feedback within housing, local government or a regulated environment.
• Experience of handling complex Stage 1 Complaints, Stage 2 Complaints and Members' Enquiries.
• Experience of analysing performance data and identifying service improvement opportunities.
• Experience of producing reports and presenting information to senior leaders or governance forums.
• Experience of developing policies, procedures and quality assurance arrangements.
• Experience of working with regulatory frameworks and external scrutiny bodies.

Essential Skills

• Excellent complaint investigation and resolution skills.
• Strong report-writing, PowerPoint and written communication skills.
• Excellent stakeholder management and influencing skills.
• Strong analytical and problem-solving ability.
• Ability to identify trends and translate insight into improvement actions.