Housing Resolutions Lead — Drive Service Improvements

Sandwell Metropolitan Borough Council; Oldbury; On-site; GBP 40,000 - 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 and timely outcomes while driving improvements across housing services.

As part of the Housing Directorate, you will analyse feedback, identify trends, and report on performance to support decision making. You will collaborate with managers and senior stakeholders to raise service standards and embed a learning culture.

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

Customer experience

Team leadership

Stakeholder engagement

Investigation skills

Communication skills

Problem solving

Data analysis

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 and timely outcomes while driving improvements across housing services.

As part of the Housing Directorate, you will analyse feedback, identify trends, and report on performance to support decision making. You will collaborate with managers and senior stakeholders to raise service standards and embed a learning culture.