Housing Resolutions Manager

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

Title: Housing Resolutions Manager

Grade/Salary: Band G

Contract Type: Permanent

Hours: 37 hours per week

Location: Fixed

About The Role

We are looking to appoint a Housing Resolution Manager to lead our Housing Resolutions Team.

You will be responsible for overseeing the management of customer complaints, ensuring customers receive fair and timely outcomes, and driving service improvements through learning and continuous improvement. You will lead a team of officers responsible for investigating complaints and customer concerns, ensuring the Council meets its obligations under the Housing Ombudsman Complaint Handling Code and delivers excellent customer service.

Working as part of the Housing Directorate, you will play a key role in improving customer experience and ensuring learning from complaints drives positive change across housing services:

• 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.

We are looking for people who:

• Have experience of managing complaint handling, customer resolution or customer experience services.
• Are passionate about improving services and outcomes for customers.
• Can influence, challenge and support services to improve performance and customer satisfaction.
• Have experience of managing and developing teams.
• Have excellent communication, investigation and problem-solving skills.
• Can analyse information and identify themes, risks and opportunities for improvement.

Essential Requirements

• 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.

Closing date: 23rd October 2026

Interviews will take place the start of November

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit https://www.sandwell.gov.uk/counciljobs

Click here to find out more about our One Team Framework: Values and Behaviours

https://www.sandwell.gov.uk/WeAreSandwell/council/story

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