Customer Resolutions & Insight Manager

The London Borough of Sutton is an Outer London borough in south London. Sutton Housing Partnership is based in Sutton Town Centre with great transport links in and out of London. With a workforce of two hundred colleagues, we are small enough to be friendly and large enough to give you scope to develop and progress your career. Our colleagues work and engage with residents in the borough.

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. You will enjoy working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and creating a culture where feedback is welcomed and acted upon.

Acting as a key advisor across our service areas, you will be the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles. This role has high visibility; you will work closely with the Executive Management Team (EMT) and senior leaders to ensure that lessons learned are embedded into our service delivery.

At SHP, our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues; to deliver excellent services to residents. As a landlord organisation, this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives. SHP was awarded the highest possible rating of C1 by the Social Housing Regulator in October 2025.

Colleagues at SHP take pride in delivering our priorities and working in rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems. A good work-life balance is important and our key benefits are:

• Membership of the Local Government Pension Scheme – a career average scheme where employees contribute between 5.5% and 12%. Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April 2025.
• Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off on bank holidays.
• Simply Health Cash Plan which allows colleagues to claim cashback on dental, optical, consultations and scans.
• Employee Benefits to include cycle to work scheme and a range of discounts schemes.
• Employee Assistance Programme is a confidential, independent, expert provider of employee support services paid for by SHP to help you balance and discuss issues in your work, family and personal life. It is available 24 hours a day, 7 days a week, 365 days a year.
• Investment in your learning and development; My Learning account is set up for every member of staff with access to e-learning modules and Instructor led training. Opportunities for external training that meet both individual and strategic requirements are considered through an application process.

Before applying please refer to the job profile and ensure you meet the essential criteria. You will then need to complete the online application form, adding a supporting statement addressing how you meet the criteria outlined in the job profile. The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received; it is strongly advised that you complete and submit your application as soon as possible to avoid disappointment.

We anonymise all applications received to reduce conscious and unconscious bias enabling every application to be reviewed on the knowledge, skills and experience shown in your application. Our managers are advised to set up interview panels to be diverse to reduce bias, where possible. We are fully committed to removing barriers and enhancing the diversity of our workforce. We guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role and ensure that our recruitment and selection process is inclusive and accessible.

We are proud to be a diverse and welcoming organisation and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from underrepresented groups.

The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the GOV.UK website for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.