Senior Customer Resolution Lead - Housing Complaints

Niyaa People Ltd; Birmingham; Hybrid; GBP 55,000 - 59,000; Full time

Benefits offered by this job

Full-time contract

Hybrid working

Salary £55k–£59k

Lead the Customer Resolution team

Improve tenant experience across the

Job summary

Niyaa People Ltd in Edgbaston, Birmingham, is seeking a Customer Resolution Manager to lead a dedicated complaints team within social housing. You will champion fair, timely outcomes, maintain Housing Ombudsman standards and act as a key liaison with regulators and senior stakeholders.

This permanent role offers hybrid working (3 days in the office, 2 days from home) and a salary of £55,000–£59,000. You will drive performance, develop the team and deliver service improvements benefiting tenants

Qualifications

• Proven experience managing Housing Ombudsman casework.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and Consumer Standards.
• Proven experience managing, coaching and developing a complaints or customer resolution team.
• Strong performance management experience, including objectives, 1-to-1s and appraisals.
• Experience handling complex or escalated complaints in a regulated environment.
• Strong analytical, influencing and stakeholder management skills.
• Experience using complaints insight and performance data to drive improvements.
• Excellent written and verbal communication skills.
• Good understanding of social housing operations, regulation and customer service.
• Willingness to work towards Level 4 Housing qualification or people management qualification.

Responsibilities

• Managing, coaching and developing the Customer Resolution team.
• Setting objectives, monitoring performance and managing underperformance.
• Allocating workloads and ensuring complaints are handled within timescales.
• Acting as a liaison with the Housing Ombudsman Service.
• Managing evidence requests, case files, orders and Ombudsman determinations.
• Overseeing complex, sensitive and high‑profile complaints.
• Ensuring complaints align with the Housing Ombudsman Complaint Handling Code and Consumer Standards.
• Using data to identify service improvements and reduce repeat failures.
• Producing MI, dashboards and performance reporting for senior leadership.
• Collaborating with managers and frontline teams to improve complaint ownership and outcomes.
• Supporting MP, councillor and Chief Executive enquiries as required.

Job description

Niyaa People Ltd in Edgbaston, Birmingham, is seeking a Customer Resolution Manager to lead a dedicated complaints team within social housing. You will champion fair, timely outcomes, maintain Housing Ombudsman standards and act as a key liaison with regulators and senior stakeholders.

This permanent role offers hybrid working (3 days in the office, 2 days from home) and a salary of £55,000–£59,000. You will drive performance, develop the team and deliver service improvements benefiting tenants