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For Companies At a Glance
- Tasks: Lead customer resolution efforts and enhance service delivery through insightful feedback.
- Company: Sutton Housing Partnership, a friendly and supportive organisation in South London.
- Benefits: Generous annual leave, pension scheme, and a focus on work-life balance.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in customer service management and a passion for improving outcomes.
- Other info: Join a small team with big ambitions and excellent career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
About the Borough
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.
About the Service and Team
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.
About the Role and Our Ideal Candidate
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.
Our Offer to You
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.
Customer Resolutions and Insight Manager in London employer: LONDON BOROUGH OF SUTTON
Contact Detail:
LONDON BOROUGH OF SUTTON Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions and Insight Manager in London
✨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 and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Resolution roles. We should also think about how our past experiences align with their values and mission.
✨Tip Number 3
Showcase our passion for customer service! During interviews, share specific examples of how we've resolved issues or improved services in previous roles. This will highlight our commitment to residents.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed and shows we’re serious about joining the team at Sutton Housing Partnership.
We think you need these skills to ace Customer Resolutions and Insight Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Resolutions and Insight Manager role. Highlight your experience in customer service and any relevant insights you've gained that align with SHP's values and mission.
Showcase Your Leadership Skills: As a confident leader, it's essential to demonstrate your ability to build relationships and collaborate across teams. Share examples of how you've successfully led initiatives or resolved conflicts in previous roles.
Emphasise Your Commitment to Improvement: SHP values continuous improvement, so be sure to mention any experiences where you've used feedback to enhance services or processes. This shows you're aligned with their goal of driving fairness and learning.
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s straightforward and ensures your application goes directly to the right team!
How to prepare for a job interview at LONDON BOROUGH OF SUTTON
✨Know Your Stuff
Before the interview, dive deep into Sutton Housing Partnership's mission and values. Understand their approach to customer service and how they handle complaints. This will help you demonstrate your alignment with their goals and show that you're genuinely interested in making a positive impact.
✨Showcase Your Leadership Skills
As a Customer Resolutions and Insight Manager, you'll need to exhibit strong leadership qualities. Prepare examples from your past experiences where you've successfully led teams or projects, particularly in resolving customer issues. Highlight how your leadership has driven improvements and fostered collaboration.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think of specific situations where you've turned a negative experience into a positive outcome. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Engage with Questions
At the end of the interview, have a few thoughtful questions ready to ask the panel. Inquire about their current challenges in customer resolutions or how they measure success in this role. This shows your enthusiasm and willingness to engage with the team and contribute to their goals.
