Resolutions Manager

Moat; Dartford; Hybrid; GBP 50,000 - 63,000; Full time

Benefits offered by this job

Competitive salary

Generous time off

Career development opportunities

Job summary

Moat in Dartford is seeking a Resolutions Manager to lead on complex and high-profile complaints, ensuring thorough investigations and compliant responses. The role combines hands-on casework with strategic oversight of Stage Two and Ombudsman cases, in line with the Housing Ombudsman Complaint Handling Code.

You will collaborate with senior leaders, analyse complaint data, coach a team of Resolutions Partners, and drive learning across all stages.

Qualifications

• Experience in managing complex or high-profile cases.
• Strong understanding of regulatory requirements.
• Excellent analytical and communication skills.
• Experience in social housing or public sector environment is advantageous.

Responsibilities

• Lead on complex and high-profile complaints and ensure investigations are thorough and responses are professional.
• Oversee Stage Two complaints and Ombudsman cases in line with policy and codes.
• Analyse complaint data to identify recurring themes and shape service design and decision-making.
• Oversee a team of Resolutions Partners, providing direction, coaching and support for consistent quality.
• Balance customer needs with organisational priorities and ensure learning is embedded across all stages of complaint handling.

Skills

Analytical skills

Strong communication

Leadership / team management

Job description

Salary: £50,065 - £62,581 (salary dependent on experience) 

Salary: £34,418 to £43,022 per annum (salary offered dependent experience) plus ECUA of £2411.

Salary: £26,335 to £32,918 per annum (salary offered dependent on experience) plus ECUA of £1929

Closing Date: 22 November 2026

Resolutions Manager

Role Title:Resolutions Manager

Hours:35 hours per week, Monday–Friday

Salary:£50,065 - £62,581 (salary dependent on experience)

Contract:12-Month Fixed Term Contract

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, you’ll take the lead on complex and high-profile complaints, ensuring they’re investigated thoroughly, responded to professionally, and resolved in line with the Housing Ombudsman Complaint Handling Code. You’ll 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. You’ll partner with senior leaders and operational teams to analyse complaint data, identify recurring themes, and provide insights that shape service design and decision-making. You’ll 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. You’ll 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.

Own it:We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.

Better together:We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.

Lead by example:We strive to set high standards in everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.

Be the change:We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.

Joining Moat means being part of a friendly team that cares about doing great work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

If you want a rewarding job where you can make a difference and work with a supportive team, Moat is the right place for you!

Are you ready to explore the incredible benefits we offer? In this engaging clip, we break down everything you need to know about our employee benefits. Our employee benefits: what we can offer you (youtube.com)

You’ll join us on the first Monday of the month and begin with a structured, week‑long corporate induction, giving you the time, knowledge and connections to start your career with Moat on the right foot.

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!