Resolutions Manager | Lead Complex Complaints & Insights

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

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.