Resident Experience & Complaints Manager

East End Homes Ltd.; United Kingdom; On-site; GBP 44,000 - 50,000; Full time

Benefits offered by this job

Competitive salary £44,408–£49,972

Generous benefits package

Professional & Personal Development

Job summary

East End Homes Ltd. invites a compassionate Complaints Manager to lead a two-person team and uphold the Housing Ombudsman’s Code while resolving complex cases, often under pressure.

You will champion a culture of listening, embed new IT systems at Resolution Plaza head office, and use data to shape improvements to the customer journey, supporting residents with calm negotiation and clear communication.

Qualifications

• Management experience leading teams to deliver high-quality service.
• Strong understanding of Housing Ombudsman’s Complaints Handling Code.
• Data-driven approach using statistics and feedback to identify trends.

Responsibilities

• Lead a two-person Complaints Officer team and oversee the Complaints Policy.
• Own complex cases and drive improvements in the customer journey with smarter tech.
• Use data to tell the story of where improvements are needed and report to senior staff.

Skills

Leadership

Regulatory savvy

Data-driven

Calm communicator

Tech-literate

Education

ILM Level 5 management qualification

Tools

CRM systems

Office 365

Job description

East End Homes Ltd. invites a compassionate Complaints Manager to lead a two-person team and uphold the Housing Ombudsman’s Code while resolving complex cases, often under pressure.

You will champion a culture of listening, embed new IT systems at Resolution Plaza head office, and use data to shape improvements to the customer journey, supporting residents with calm negotiation and clear communication.