Hybrid: Resident Experience Lead, Complaints & Service

Bristol City Council; Temple Cloud; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Flexible working

Local Government Pension Scheme

Generous annual leave

Job summary

Bristol City Council is seeking an experienced Resident Experience Team Manager to lead a centralised service and drive improvements in how we respond to complaints, enquiries and information requests. You will champion a learning-from-complaints culture and work across Housing and Landlord Services to deliver better outcomes for residents.

The role requires leading a team, using insight to identify trends, and collaborating with senior teams to implement service enhancements while maintaining

Qualifications

• Experience leading customer experience, complaints, housing, or service improvement teams.
• Strong understanding of complaint handling and customer resolution processes.
• Experience managing complex and sensitive cases.
• Excellent communication and stakeholder management skills.
• Ability to influence service improvement through data, insight, and evidence.
• Experience developing and motivating high-performing teams.
• Strong organisational skills with the ability to manage competing priorities.
• Commitment to delivering excellent outcomes for residents and customers.

Responsibilities

• Leading and developing a team of Resident Experience Champions.
• Managing the day-to-day operation of a centralised resident experience service.
• Overseeing complex complaints and ensuring high-quality investigations.
• Supporting organisational compliance with the Housing Ombudsman’s Complaint Handling Code.
• Using data and customer insight to identify trends, risks, and opportunities for service improvement.
• Building strong relationships across services to embed a learning-from-complaints culture.
• Coaching, mentoring, and developing colleagues to achieve high performance.
• Producing reports and performance information for senior leaders and stakeholders.
• Ensuring residents receive excellent service and positive outcomes.

Skills

Customer experience

Complaints handling

Stakeholder management

Team leadership

Data-driven improvement

Communication

Change management

Job description

Bristol City Council is seeking an experienced Resident Experience Team Manager to lead a centralised service and drive improvements in how we respond to complaints, enquiries and information requests. You will champion a learning-from-complaints culture and work across Housing and Landlord Services to deliver better outcomes for residents.

The role requires leading a team, using insight to identify trends, and collaborating with senior teams to implement service enhancements while maintaining