Customer Resolution Team Lead - Complaints & Strategy

Torus Group; Saint Helens (OR); On-site; USD 65,000 - 90,000; Full time

Job summary

Torus Group in Saint Helens, OR is seeking a Customer Resolution Team Leader to head our Complaints Team and drive fair, timely resolutions across the complaint lifecycle. You will oversee investigators, ensure impartial, evidence-based processes and embed learning to improve services.

The role requires hands-on leadership, strong IT skills, and a proven track record in complaint handling and governance. You will collaborate with internal teams, Housing Ombudsman, and senior leadership to meet

Qualifications

• A professional complaint handling qualification (CCA, IC or equivalent) or significant relevant complaint handling experience.
• CIH Level 4 qualification, or willingness to work towards this.
• Proven experience leading, managing and motivating teams to achieve performance targets and deliver excellent customer outcomes.
• Experience delivering an effective complaints service and driving service improvements.
• Experience working under pressure, managing competing priorities and meeting deadlines.
• Knowledge of complaint handling best practice and experience working with the Housing Ombudsman Service.
• Strong leadership, communication and influencing skills, with the ability to build effective stakeholder relationships.
• Strong IT skills, including Microsoft Office and housing or case management systems.
• Experience using performance data and insight to monitor performance and drive continuous improvement.
• A proactive, resilient and customer-focused approach.
• An understanding of governance, compliance and risk management.

Responsibilities

• Inspire, lead and motivate the Customer Resolution team to deliver a high-quality complaints service.
• Support and guide Customer Resolution Officers in the effective management of Stage 1 and Stage 2 complaints, embedding the principles of dispute resolution.
• Manage complex or high-volume complaint cases, ensuring investigations are fair, impartial and evidence-based.
• Oversee the quality and timeliness of complaint responses, ensuring compliance with service standards and the Housing Ombudsman's Complaint Handling Code.
• Ensure customer vulnerabilities and individual circumstances are appropriately considered throughout the complaint process.
• Support the delivery of the Complaints Strategy and help embed learning from complaints across the organisation.
• Lead on complaint performance, monitoring quality, service standards and targets to drive continuous improvement.
• Support the implementation of learning from complaints, including facilitating learning activities and sharing best practice across services.
• Develop and maintain effective relationships with internal stakeholders, MPs, Councillors and the Housing Ombudsman Service to support positive outcomes for customers.
• Support complaint audits, case management improvements and annual self-assessments against the Complaint Handling Code.
• Prepare and contribute to performance reports, KPI reporting and management information for senior leaders, committees and boards.
• Manage allocated resources effectively, ensuring value for money and compliance with financial and governance requirements.
• Participate in the Housing and Assets out-of-hours on-call rota and promote safeguarding, equality, diversity and health and safety requirements.

Skills

Leadership

Complaint handling

Stakeholder engagement

Performance data

Governance

Risk management

Communication

IT skills

Education

CIH Level 4 qualification

CCA/IC or equivalent

Tools

Microsoft Office

Housing management systems

Job description

Torus Group in Saint Helens, OR is seeking a Customer Resolution Team Leader to head our Complaints Team and drive fair, timely resolutions across the complaint lifecycle. You will oversee investigators, ensure impartial, evidence-based processes and embed learning to improve services.

The role requires hands-on leadership, strong IT skills, and a proven track record in complaint handling and governance. You will collaborate with internal teams, Housing Ombudsman, and senior leadership to meet