At a Glance
- Tasks: Lead and resolve housing complaints, ensuring fairness and improvement in services.
- Company: Join a dedicated team focused on enhancing affordable housing in Surrey.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and resident satisfaction.
- Why this job: Make a real difference in residents' lives by improving housing services.
- Qualifications: Experience in managing complaints and strong analytical skills required.
The predicted salary is between 37800 - 46200 £ per year.
Elevate Projects are working in partnership with a Affordable Housing client in the Surrey area.
The Role
We need a sharp, resident-focused complaints professional to take ownership of complaint handling across Housing Services and make it faster, fairer and more outcome-driven.
You'll lead Stage 1 and Stage 2 complaints plus Members' Enquiries, keep us fully compliant with the Housing Ombudsman Complaint Handling Code, and turn resident feedback into measurable service improvement.
This is a hands-on lead role — overseeing a small team, challenging poor performance constructively, and acting as the escalation point for complex, sensitive and high-risk cases.
What You'll Do
- Lead Stage 1, Stage 2 and Members' Enquiries; monitor timescales, quality and customer standards; track every action and service recovery measure to completion.
- Champion early resolution, ensure failures are acknowledged and remedied, reduce avoidable escalations.
- Support Ombudsman investigations, orders and recommendations; lead annual self-assessment; embed learning across the service.
- Spot trends and root causes, produce thematic reports, ensure learning actions are owned and delivered.
- Maintain oversight of performance, risks and outcomes; keep robust records and trackers.
- Build relationships across Housing, Customer Services, Repairs and contractors; hold services to account; advocate for residents.
What We're Looking For
- Significant experience managing complaints, investigations or customer feedback within housing, local government or a regulated environment.
- Track record handling complex Stage 1 and Stage 2 complaints and Members' Enquiries.
- Experience analysing performance data, producing reports and presenting to senior leaders.
- Used to working with regulatory frameworks and external scrutiny bodies.
- Strong report-writing, Excel and stakeholder management skills.
- Resident-focused, accountable, resilient and committed to continuous improvement.
- Success Looks Like
- Complaints handled on time and to standard
- Ombudsman Code compliance maintained
- Orders delivered in full
- Learning turned into measurable improvements
- Resident satisfaction up, escalation rates down
If you believe this is the next challenge for you, apply straight away, as this role will be filled as soon as the right candidate is found
Housing Complaint Resolution Manager in Guildford employer: Elevate Projects Ltd
As an M&E Compliance Manager, you will thrive in a dynamic work environment that prioritises employee development and collaboration. Our company fosters a culture of excellence, offering comprehensive training and growth opportunities while ensuring a supportive atmosphere where your contributions are valued. Located in a vibrant area, we provide unique advantages such as flexible working arrangements and a commitment to sustainability, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Complaint Resolution Manager in Guildford
✨Dive into Local Government Events
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Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
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We think you need these skills to ace Housing Complaint 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.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Elevate Projects Ltd and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Elevate Projects Ltd
✨Get to Know Public Sector Values
Before your interview with Elevate Projects Ltd, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
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.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
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Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Elevate Projects Ltd.
