Senior Complaints Resolution Lead (Remote)

IRIS Recruitment; Watford; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

28 days’ annual leave pro rata

Employer pension contribution up to 11

Development opportunities

Rewards scheme

Job summary

Chime Housing is seeking a Senior Complaints Resolution Officer to lead the complaints team and drive timely, accurate responses in line with the Housing Ombudsman’s code. The role focuses on supervision, escalation, and quality assurance across a high-volume workload.

You will mentor staff, oversee case progression, and ensure records are complete and compliant, with opportunities to influence service improvements and demonstrate strong stakeholder communication.

Qualifications

• Previous line management experience in any capacity.
• Experience with a regulated complaints process and housing sector standards.
• Proficient in using systems and data tools to monitor performance.

Responsibilities

• Oversee day-to-day complaints service operations and team performance.
• Log, allocate and progress complaints in line with policy and deadlines.
• Provide advice and coaching to the team on policy compliance.
• Review remedies and ensure fair, well-documented decisions.
• Assist with audits and regulatory enquiries as required.

Skills

Line management

Housing Ombudsman knowledge

Excel proficiency

Communication

Tools

Excel

Job description

Chime Housing is seeking a Senior Complaints Resolution Officer to lead the complaints team and drive timely, accurate responses in line with the Housing Ombudsman’s code. The role focuses on supervision, escalation, and quality assurance across a high-volume workload.

You will mentor staff, oversee case progression, and ensure records are complete and compliant, with opportunities to influence service improvements and demonstrate strong stakeholder communication.