Service Assurance & Resolution Lead

Peabody Trust; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading social housing organization is seeking a Service Assurance & Resolution Lead to enhance quality governance and oversee complaint resolutions. You will collaborate with senior stakeholders to ensure compliance with operational standards and regulatory frameworks. Key responsibilities include managing investigations, analyzing complaint trends, and producing compliance reports. This position requires strong communication skills and experience in service quality or audit roles. Join us to make a meaningful impact on resident experience.

Benefits

30 days annual holiday plus bank holidays

Two paid volunteering days

Flexible benefits scheme

Life assurance

Up to 10% pension contribution

Qualifications

• Experience in service quality or audit within housing or public sector.
• Ability to manage complex complaints and investigations.
• Excellent communication and influencing skills.

Responsibilities

• Maintain monitoring procedures for compliance in NHCC services.
• Audit operational processes and oversee complaint investigations.
• Track compliance recommendations and produce independent reports.

Skills

Service quality

Audit compliance

Complaint governance

CRM systems

Data interpretation

Tools

Clixifix

NEC

Job description

Our Vacancy

We're looking for a highly skilled Service Assurance & Resolution Lead to join our New Homes Customer Care (NHCC) team. In this senior role, you'll provide audit assurance, compliance oversight and quality governance across all NHCC operations, ensuring that handover, defects management and resident experience meet the highest standards. You'll work closely with senior stakeholders to embed monitoring frameworks, drive service improvements and ensure full compliance with regulatory requirements and the Housing Ombudsman Complaint Handling Code. You'll also lead on complex complaint resolution, including Stage 2 investigations and Ombudsman cases, ensuring findings are implemented and translated into measurable improvements. This is a strategic role where your expertise will help shape service delivery and strengthen accountability across the organisation.

What you'll do

As Service Assurance & Resolution Lead, you'll design and maintain monitoring procedures to assure compliance and quality across NHCC services. You'll audit operational processes, oversee complaint investigations, and manage Housing Ombudsman cases, ensuring timely and evidence-based responses. You'll track recommendations, produce compliance reports, and provide independent challenge to senior leaders. You'll also analyse complaint trends, identify systemic issues, and work collaboratively to implement service improvements. Your role will be key in ensuring NHCC delivers a consistent, high-quality experience for residents while meeting all regulatory and governance requirements. You will be required to attend the office a minimum of 2 days a week for collaboration and meetings.

What you'll need

• Experience in service quality, audit, compliance or complaints governance within housing or the public sector.
• Proven ability to manage complex complaints and investigations, including Housing Ombudsman cases.
• Strong understanding of regulatory frameworks and the Housing Ombudsman Complaint Handling Code is desirable but not essential.
• Excellent communication and influencing skills, with experience engaging senior stakeholders.
• Proficiency in CRM systems and defects management platforms such as Clixifix or NEC.
• Ability to interpret complex information and data, and present it clearly, concisely, and in an accessible way to stakeholders at all levels across the business.

Why Join Us?

When you join Peabody, you're joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days' annual holiday, plus bank holidays
• two additional paid volunteering days each year
• flexible benefits scheme, including family friendly benefits and access to a discount portal
• 4 x salary life assurance
• up to 10% pension contribution

If this sounds like we are right for you and you'd love to be part of Peabody, we'd like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you're the perfect fit for this role.

If you have any questions about this role, please email Talent Specialist, Chloe Singleton at [e-mail].

Interviews will be taking place Thursday 18th December

We reserve the right to close this advert early if we receive a high volume of suitable applications.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.