Resolutions Manager

Moat Homes; Dartford; Hybrid; GBP 47,000 - 60,000; Full time

Job summary

A leading housing association in Dartford is seeking a Resolutions Manager to lead complex complaint investigations and enhance service delivery. In this role, you will oversee a team, analyze complaint data, and ensure a fair and transparent complaints process. The ideal candidate will have experience in managing high-profile cases, strong analytical skills, and a background in social housing or the public sector. Join us to drive positive change and improve outcomes for our customers.

Qualifications

• Experience managing complex or high-profile cases.
• Strong understanding of regulatory requirements.
• Excellent analytical and communication skills.

Responsibilities

• Lead on complex complaints ensuring thorough investigation.
• Analyse complaint data and identify recurring themes.
• Provide coaching and support to a team of Resolutions Partners.

Skills

Restaurant Experience

Customer Service

Employee Evaluation

Management Experience

Math

Employment & Labor Law

Sanitation

Leadership Experience

P&L Management

Mentoring

Supervising Experience

Restaurant Management

Job description

Resolutions Manager

Role Title: Resolutions Manager

Hours: 35 hours per week Monday-Friday

Salary: 47909 - 59886 (salary dependent on experience)

Contract: Permanent

Location: Dartford / Agile

We’re committed to delivering a fair transparent and customer‑focused complaints service one that listens learns and drives continuous improvement across our organisation.

As our Resolutions Manager youll take the lead on complex and high‑profile complaints ensuring theyre investigated thoroughly responded to professionally and resolved in line with the Housing Ombudsman Complaint Handling Code. Youll oversee Stage Two complaints and Ombudsman cases ensuring every response is evidence‑based balanced and reflects our commitment to fairness and accountability.

This is both a hands‑on and strategic role. Youll partner with senior leaders and operational teams to analyse complaint data identify recurring themes and provide insights that shape service design and decision‑making. Youll also oversee a team of Resolutions Partners providing direction coaching and professional support to ensure consistent quality and continuous learning across all stages of complaint handling.

Your ability to balance customer needs with organisational priorities will be key. Youll bring experience of managing complex or high‑profile cases a strong understanding of regulatory requirements and excellent analytical and communication skills. Experience in the social housing or public sector environment will be an advantage along with a proven track record of using data and insight to influence positive change.

This is a rewarding opportunity to make a lasting impact strengthening how we respond to customers embedding learning into how we work and ensuring every complaint leads to better outcomes for the future.

For more information please take a look at the job description :

We’re one of the top 30 housing associations in England with homes across London Kent Essex and Sussex. Our purpose is to open doors to better lives for our customers and we know this begins with excellent complaint handling.

We’re proud to have been recognised as one of The Sunday Times Best Places to Work 2025 based on our own employees feedback. Join us and help shape a fairer more transparent housing experience for all.

To apply please complete our application form in full via our careers website (see link below). As we use anonymous recruitment and do not accept CVs its really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements so please make full use of the spaces provided to tell us about your experience skills and what makes you a great fit for our team.

This is an exciting opportunity to step into a role where youll make a real impact.

In return you’ll receive :

Excellent benefits. For more info check out our employee benefits video here : Our employee benefits : what we can offer you ()

Want to know more about Moat

Follow us on social media to see the latest updates and hear from our employees :

LinkedIn: @moathomes

Facebook: Moat Homes

Ready to make an impact

If this sounds like the role for you apply by 11pm on Sunday 9 November 2025 and be part of something bigger!

We encourage you to apply early as we may close the advert before this date if we receive good interest. We’re looking forward to reading your application!

If you require any additional adjustments to the recruitment process please email

Required Experience : Manager

Key Skills

• Restaurant Experience
• Customer Service
• Employee Evaluation
• Management Experience
• Math
• Employment & Labor Law
• Sanitation
• Leadership Experience
• P&L Management
• Mentoring
• Supervising Experience
• Restaurant Management

Employment Type : Full‑Time

Experience : years

Vacancy : 1