At a Glance
- Tasks: Lead and manage housing complaints, ensuring compliance and driving service improvements.
- Company: Join a dedicated housing provider focused on enhancing resident experiences.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Other info: Dynamic role with opportunities to connect with industry professionals.
- Why this job: Make a real difference in residents' lives by resolving housing complaints effectively.
- Qualifications: Experience in managing housing complaints and strong knowledge of relevant regulations.
The predicted salary is between 34200 - 41800 £ per year.
We are currently supporting a housing provider with the appointment of an experienced Housing Complaint Resolution Manager to lead complaint handling across Housing Services, ensuring compliance with the Housing Ombudsman Complaint Handling Code and driving service improvement from complaints and resident feedback.
The Role
- Lead the management of Stage 1 and Stage 2 complaints and Members' Enquiries across Housing Services.
- Manage up to three Complaints Resolution Officers, overseeing caseloads, performance and quality.
- Act as the escalation point for complex and high-risk housing complaints.
- Monitor complaint performance against timescales, quality standards and regulatory requirements.
- Lead compliance with the Housing Ombudsman Complaint Handling Code, including annual self-assessment and assurance activity.
- Manage Housing Ombudsman investigations, determinations, orders and recommendations.
- Analyse complaint data to identify trends, recurring service failures and root causes.
- Ensure learning from complaints and Ombudsman cases is translated into measurable service improvements.
- Produce complaint performance, thematic and assurance reports for senior management.
- Maintain complaint action trackers and ensure agreed actions are delivered.
- Support the development and review of complaint policies, procedures and quality assurance arrangements.
Key Requirements
- Significant experience managing complaints within social housing or local government.
- Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience managing complex Stage 1 and Stage 2 complaints and Members' Enquiries.
- Experience managing Housing Ombudsman investigations, orders and recommendations.
- Experience managing or overseeing a housing complaints team.
- Experience analysing complaint data and identifying trends, root causes and service failures.
- Evidence of using complaint learning to deliver service improvements.
- Experience producing performance, governance and assurance reports.
- Experience developing complaint policies, procedures and quality assurance arrangements.
If you are interested in this Housing Complaint Resolution Manager role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Housing Complaints Resolution Manager in Guildford employer: Carrington West
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We think this is how you could land Housing Complaints Resolution Manager in Guildford
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We think you need these skills to ace Housing Complaints Resolution Manager in Guildford
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
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How to prepare for a job interview at Carrington West
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Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
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