Senior Complaints Resolution Lead (Hybrid)

Chime Housing; Waterford; Hybrid; GBP 38,000 - 44,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension contribution up to 11

Job summary

Chime Housing is seeking a Senior Complaints Resolution Officer to lead the complaints service, logging, allocating and progressing cases in line with the Housing Ombudsman Code and policies. The role includes line management of Complaints Resolution Officers and ensuring high-quality responses.

Location: Hybrid - covering Surrey. Salary: £37,607 - £43,780 per annum. 36 hours per week with flexible options. Closing date: 6th September 2026.

Qualifications

• Experience in a high-volume, deadline-driven environment.
• Knowledge of Housing Ombudsman’s Complaint Handling Code.
• Ability to use systems and data to monitor performance.

Responsibilities

• Line management responsibilities and coaching.
• Oversee high volume of complaints, log and allocate cases.
• Monitor caseloads and deadlines, ensure timely resolutions.
• Provide first-line support for complaint handling queries.
• Ensure clarity and accuracy of complaint responses.
• Review remedies and compensation per policy.
• Investigate and respond to complaints when required.
• Identify recurring issues to reduce repeat complaints and improve service.

Skills

Line management

Complaint handling

Data literacy

Excel

Tools

Excel

Job description

Chime Housing is seeking a Senior Complaints Resolution Officer to lead the complaints service, logging, allocating and progressing cases in line with the Housing Ombudsman Code and policies. The role includes line management of Complaints Resolution Officers and ensuring high-quality responses.

Location: Hybrid - covering Surrey. Salary: £37,607 - £43,780 per annum. 36 hours per week with flexible options. Closing date: 6th September 2026.