Hybrid Team Lead, Stage 1 Customer Resolutions

Wandle Housing Association Limited.; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Wandle Housing Association Limited is seeking a Permanent, Full Time Complaints Improvement Team Leader to lead and manage the Customer Resolution Officers, ensuring fair, timely and high-quality Stage 1 complaint resolutions in line with Housing Ombudsman guidance.

The role will drive a culture of learning and continuous improvement, mentoring staff, and collaborating with the Complaints Improvement Manager across the organisation to support positive customer outcomes.

Qualifications

• Mentoring and coaching of a team to deliver Stage 1 resolutions.
• Experience as a direct line manager in a complaints function.
• Strong verbal and written communication skills.

Responsibilities

• Lead, motivate and develop a team of Customer Resolution Officers to deliver Stage 1 complaints resolution.
• Collaborate with the Complaints Improvement Manager to build relationships across teams for effective complaint resolution.
• Ensure accurate record keeping and case management across the team.

Skills

Mentoring

Coaching

Line management

Communication

Job description

Wandle Housing Association Limited is seeking a Permanent, Full Time Complaints Improvement Team Leader to lead and manage the Customer Resolution Officers, ensuring fair, timely and high-quality Stage 1 complaint resolutions in line with Housing Ombudsman guidance.

The role will drive a culture of learning and continuous improvement, mentoring staff, and collaborating with the Complaints Improvement Manager across the organisation to support positive customer outcomes.