Customer Resolutions & Insight Manager in Sutton

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.

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 pension scheme where employees contribute between 5.5% and 12%. Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April.
• 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.