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Triumph Consultants Ltd; Guildford; Hybrid; GBP 35,000 - 48,000; Full time

Job summary

Triumph Consultants Ltd. in Guildford is seeking a Housing Complaints Resolution Manager to lead and continuously improve complaint handling across Housing Services on a 7-month contract, with hybrid working two days in the office.

You will oversee Stage 1 and Stage 2 complaints, develop policies, analyse performance data, and report on service improvements, collaborating with stakeholders to ensure compliant, evidence-based responses.

Qualifications

• Significant experience of managing complaints, investigations or customer feedback within housing, local government or a regulated environment.
• Experience of handling complex Stage 1 and Stage 2 Complaints.
• Experience of analysing performance data and service improvement.
• Experience of developing policies and procedures.
• Strong Microsoft Excel, performance reporting skills and report writing skills.
• Excellent stakeholder management and influencing skills.

Responsibilities

• Lead and oversee the effective management of Stage 1 Complaints, Stage 2 Complaints and Members' Enquiries across Housing Services.
• Monitor performance against response timescales.
• Ensure all complaint actions, commitments and service recovery measures are delivered and tracked.
• Ensure responses are accurate, evidence-based, empathetic and compliant against standard.
• Support managers and service teams in investigating complaints.

Skills

Stakeholder management

Excel

Performance reporting

Report writing

Complaint handling

Data analysis

Policy development

Tools

Microsoft Excel

Job description

Triumph Consultants are looking for a Housing Complaints Resolution Manager to lead and continuously improve complaint handling arrangements across Housing Services.Contract is for 7 months in Guildford GU2 4BB.

Housing Complaints Resolution Manager

Hours per week: 37 hrs Monday – Friday, normal working hours

Location: Guildford GU2 4BB

Hybrid 2 days in office

Key requirements:

Significant experience of managing complaints, investigations or customer feedback within housing, local government or a regulated environment

Experience of handling complex Stage 1 and Stage 2 Complaints

Experience of analysing performance data and service improvement

Experience of developing policies and procedures

Strong Microsoft Excel, performance reporting skills and report writing skills

Excellent stakeholder management and influencing skills

Key responsibilities

Lead and oversee the effective management of Stage 1 Complaints, Stage 2 Complaints and Members' Enquiries across Housing Services

Monitor performance against response timescales

Ensure all complaint actions, commitments and service recovery measures are delivered and tracked

Ensure responses are accurate, evidence-based, empathetic and compliant against standard

Support managers and service teams in investigating complaints

Reference: Job ref 5303860/ BH 7771

Job Ref: 5303860

Anticipated Length of Assignment:Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.