Resident Experience & Complaints Manager

East End Homes Limited; Greater London; On-site; GBP 44,000 - 50,000; Full time

Benefits offered by this job

Competitive salary

Learning opportunities

Financial incentives

Job summary

East End Homes is seeking a compassionate Complaints Manager to lead our resolution team at Resolution Plaza. You will champion the Housing Ombudsman’s Complaints Handling Code, guide two Complaints Officers, and focus on improving the customer journey through smarter tech.

You will analyze case data to identify trends, restore resident confidence after delays, and drive continuous service improvements while supporting a positive, values-driven culture.

Qualifications

• Experience leading a complaints or service-delivery team.
• Solid understanding of the Housing Ombudsman’s Complaints Handling Code.
• Ability to analyze data and tell the story behind trends.

Responsibilities

• Lead a two-person Complaints Officers team and oversee the Complaints Policy.
• Manage complex cases and improve the customer journey using technology.
• Utilise data and dashboards to identify service improvements.

Skills

Leadership

Data-driven decision-making

Conflict resolution

Tech-literate

Regulatory savvy

Education

ILM Level 5 or equivalent

Tools

CRM systems

Office 365

Job description

East End Homes is seeking a compassionate Complaints Manager to lead our resolution team at Resolution Plaza. You will champion the Housing Ombudsman’s Complaints Handling Code, guide two Complaints Officers, and focus on improving the customer journey through smarter tech.

You will analyze case data to identify trends, restore resident confidence after delays, and drive continuous service improvements while supporting a positive, values-driven culture.