Hybrid Customer Resolution & Insight Leader

London Borough of Sutton; City Of London; Hybrid; GBP 49,000 - 55,000; Full time

Benefits offered by this job

Pension scheme

Annual leave 33 days

Health plan

Cycle to work

Employee Assistance Programme

Learning and development

Job summary

Sutton Housing Partnership in Sutton Gate is seeking a Customer Resolution and Insight Manager to lead our resident complaints function and drive service improvement through insights. You will act as the primary contact for the Housing Ombudsman, work with EMT and senior leaders, and ensure lessons learned are embedded in service delivery.

A CIH Level 3 Housing qualification is required or being pursued. This hybrid, full-time role offers competitive pay and benefits, with a strong emphasis on

Qualifications

• Experience in handling complaints and driving service improvements.
• Ability to work with residents, councillors and external partners.
• Commitment to professional development in housing services.

Responsibilities

• Lead and oversee the customer resolution and insight function.
• Act as primary adviser to Housing Ombudsman and ensure alignment with dispute principles.
• Collaborate with EMT and senior leaders to embed lessons into service delivery.

Skills

Customer focus

Stakeholder engagement

Leadership

Education

CIH Level 3 Housing qualification

Job description

Sutton Housing Partnership in Sutton Gate is seeking a Customer Resolution and Insight Manager to lead our resident complaints function and drive service improvement through insights. You will act as the primary contact for the Housing Ombudsman, work with EMT and senior leaders, and ensure lessons learned are embedded in service delivery.

A CIH Level 3 Housing qualification is required or being pursued. This hybrid, full-time role offers competitive pay and benefits, with a strong emphasis on