Housing Complaints & Resolutions Lead

Wollborg Michelson Personnel Service Inc

Oldbury

On-site

GBP 42,000 - 48,000

Full time

2 days ago

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Job summary

Sandwell Metropolitan Borough Council is seeking a Housing Resolutions Manager to lead the Housing Resolutions Team and drive improvements in customer experience. You will oversee investigations into complex complaints, work with senior stakeholders, and ensure compliance with the Housing Ombudsman Code.

The role requires strong leadership, investigative and analytical abilities, with a focus on learning and continuous service improvement.

Qualifications

Demonstrable experience of managing customer complaints or customer resolution services.
Experience of leading and motivating teams to achieve performance targets.
Experience of working with senior stakeholders and influencing service improvements.
Knowledge of complaint handling best practice and customer service principles.
Experience of producing reports and analysing performance information.

Responsibilities

Lead and manage the Housing Resolutions Team.
Oversee the investigation and resolution of complex customer complaints and Member enquiries.
Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
Identify trends, learning and opportunities for service improvement from complaints, compliments and customer feedback.
Work closely with managers and stakeholders to improve service delivery and customer outcomes.
Produce reports and performance information to support decision making and demonstrate service improvements.
Promote a positive complaint handling culture that focuses on learning, accountability and continuous improvement.