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- Tasks: Lead customer resolution efforts and drive service improvements through insightful feedback.
- Company: Innovative not-for-profit housing partnership dedicated to enhancing community living in Sutton.
- Benefits: 33 days annual leave, local government pension, health plan, and hybrid working options.
- Why this job: Make a real difference in residents' lives while fostering a culture of improvement and collaboration.
- Qualifications: Experience in customer resolution, strong communication skills, and a values-driven approach.
- Other info: Join a supportive team committed to excellent customer service and personal development.
The predicted salary is between 36000 - 60000 £ per year.
SUTTON HOUSING PARTNERSHIP is a groundbreaking, innovative housing partnership working as a not-for-profit organisation in the Borough of Sutton with ambitious objectives for making Sutton a great place to live. Formed in April 2006 as an Arms Length Management Organisation (ALMO), we work in partnership with Sutton Council and its residents, managing over 6,000 council properties and over 1,500 leasehold properties in Sutton.
The opportunity: We are looking for an experienced and values-driven Customer Resolution and Insight Manager who is passionate about doing the right thing for residents and using insight to continually improve services. You will be a confident and credible leader who believes that complaints not only ensure compliance but drive fairness, learning and improving outcomes for customers.
Key responsibilities include:
- Acting as a key advisor across service areas and the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles.
- Working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and creating a culture where feedback is welcomed and acted upon.
- Driving the importance of learning from complaints and customer insight, turning learning into practical service improvements.
- Working closely with the Executive Management Team (EMT) and senior leaders to ensure that lessons learned are embedded into service delivery.
What you will bring to the role:
- Demonstrable experience leading a similar service, responding to complaints, managing customer resolution and proven success with embedding improvements.
- A clear understanding of the importance of learning from complaints and customer insight, and the ability to turn learning into practical service improvements.
- A values-led approach, demonstrating fairness, respect and a commitment to doing the right thing, even in complex or challenging situations.
- Strong organisational and communication skills, with the ability to explain decisions clearly, sensitively and professionally to residents and stakeholders.
- Strong system skills: configuring and optimising case management and reporting systems (e.g. CRM, NEC, Power BI).
- Proven experience mentoring, training & developing direct reports.
- A collaborative approach, with the ability to build trust, influence others and work effectively across teams to drive improvement.
At SHP, we pride ourselves on being open, approachable and committed to excellent customer service. We are looking for someone who shares those values, leads with integrity, and is motivated by making a real difference to the lives of our residents.
SHP total reward offer includes:
- 33 days annual leave, plus 8 statutory holidays
- Local Government Pension Scheme
- Simply Health medical cash plan
- Modern and flexible working environment
- Hybrid working - 3 days in office
- Personal and professional development
Before applying, please refer to the role profile and ensure you meet the essential criteria. Closing Date: 15 February. Anticipated interview date/s: W/c 23 February.
Customer Resolution & Insight Manager employer: iO Associates
Contact Detail:
iO Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution & Insight Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Sutton Housing Partnership on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in candidates.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer resolution and insight management. We should also think of examples from our past experiences that showcase our problem-solving skills and how we've turned complaints into improvements.
✨Tip Number 3
Showcase our passion for customer service during the interview. We can share stories that highlight our commitment to fairness and respect, which are key values for Sutton Housing Partnership. Let’s make it clear that we’re all about making a difference!
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can set us apart. Plus, it shows that we’re proactive and genuinely interested in joining their team.
We think you need these skills to ace Customer Resolution & Insight Manager
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who you're addressing. We want to see your passion for improving services and making a difference for residents. Tailor your application to reflect our values and mission!
Showcase Your Experience: Highlight your relevant experience in customer resolution and insight management. We love seeing how you've turned complaints into opportunities for improvement. Be specific about your achievements and the impact you've made!
Be Clear and Concise: When it comes to written applications, clarity is key! Use straightforward language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team!
How to prepare for a job interview at iO Associates
✨Know Your Stuff
Make sure you thoroughly understand the role of a Customer Resolution & Insight Manager. Familiarise yourself with the Dispute Resolution Principles and how they apply to the organisation. This will show that you're not just interested in the job, but that you genuinely care about improving services for residents.
✨Showcase Your Values
Since the organisation values fairness and respect, be prepared to discuss how you've demonstrated these qualities in your previous roles. Share specific examples where you've turned complaints into learning opportunities and improved outcomes for customers.
✨Build Relationships
Highlight your collaborative approach during the interview. Talk about how you've successfully worked with different teams and stakeholders in the past. This will demonstrate your ability to build trust and influence others, which is crucial for this role.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about the team's current challenges or how they measure success in customer resolution. It shows your interest in the role and helps you assess if the organisation aligns with your values.
