Housing Resolutions Lead: Customer Experience

Sandwell Local Area Partnership; United Kingdom; Remote; GBP 42,000 - 52,000; Full time

Job summary

Sandwell Council is seeking a Housing Resolutions Manager to lead the Housing Resolutions Team and oversee the handling of customer complaints. You will ensure fair outcomes and drive improvements across housing services, with a focus on learning from feedback and meeting regulatory requirements.

The role involves managing investigations, supporting senior stakeholders, and producing performance information to inform decisions.

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.

Skills

Complaint handling

Team management

Stakeholder engagement

Analytical thinking

Regulatory compliance

Performance reporting

Job description

Sandwell Council is seeking a Housing Resolutions Manager to lead the Housing Resolutions Team and oversee the handling of customer complaints. You will ensure fair outcomes and drive improvements across housing services, with a focus on learning from feedback and meeting regulatory requirements.

The role involves managing investigations, supporting senior stakeholders, and producing performance information to inform decisions.