At a Glance
- Tasks: Lead a resident-focused complaints service, ensuring swift and empathetic resolutions.
- Company: Join Newlon Housing Trust, a leading charitable housing association in London.
- Benefits: Enjoy 27 days holiday, a non-contributory pension, and flexible working options.
- Other info: Work in modern offices near Tottenham Hale, with great career development opportunities.
- Why this job: Make a real difference by improving resident trust and service quality.
- Qualifications: Management experience in complaints resolution, strong communication, and customer service skills.
The predicted salary is between 61102 - 61102 £ per year.
Salary: £61,102 per annum plus opportunity to earn up to 5% performance related bonus
Contract: Full-time, fixed term contract until March 2027
Location: Hale Village, London, N17
Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London. We have an opportunity for an experienced Complaints Standards and Quality Manager to join our Service Resolution Team and lead a high-quality, resident-centred complaints service that delivers thorough timely investigations and fair, prompt results.
You will ensure that complaints are resolved swiftly and with empathy and clarity, that learning from cases drives meaningful service improvement and a reduction in repeat issues, and that resident trust and confidence in Newlon is strengthened as a result.
With experience of working at management level within a complaints and resolutions team, ideally within a Housing Association or Local Authority, you will have first class communication and customer service skills, demonstrable empathy with the needs of residents and a genuine commitment to resolving issues in a timely manner. You will also have a clear understanding of housing-related issues and the Housing Ombudsman requirements, along with a track record of delivering results, challenging poor performance across the organisation and coaching staff to ensure customer service standards are met.
In return, you can expect 27 days holiday, a non-contributory pension, excellent benefits and a flexi scheme. You’ll also be working out of purpose-built offices that form part of the award-winning Hale Village regeneration project, and are situated just two minutes walk from the major transport interchange at Tottenham Hale.
Closing date: 23:59 on Sunday 17 May 2026
Interviews will be held in person at our offices in Hale Village on Wednesday 3 June 2026.
Newlon Housing Trust is a charitable housing association and a committed Equal Opportunities employer. Applicants must be eligible to work in the UK.
No agencies please.
Complaints Standards and Quality Manager employer: NEWLON HOUSING TRUST
Newlon Housing Trust is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With a focus on delivering high-quality, resident-centred services, employees benefit from a generous holiday allowance, a non-contributory pension, and the opportunity to work in a vibrant, purpose-built office located in the award-winning Hale Village regeneration project, just moments from excellent transport links. Join us to make a meaningful impact in the community while enjoying a rewarding career in the housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Standards and Quality Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector or related fields. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for those interviews! Research Newlon Housing Trust and understand their values and mission. Tailor your responses to show how your experience aligns with their goals, especially around complaints resolution and customer service.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family. Focus on articulating your empathy and problem-solving skills, as these are key for the Complaints Standards and Quality Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Newlon Housing Trust.
We think you need these skills to ace Complaints Standards and Quality Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaints management and customer service. We want to see how your skills align with our mission at Newlon Housing Trust!
Showcase Your Empathy:In your application, share examples that demonstrate your ability to handle complaints with empathy and clarity. We value candidates who can connect with residents and understand their needs.
Highlight Relevant Experience:Don’t forget to mention any previous roles in housing associations or local authorities. We’re looking for someone with a solid track record in managing complaints and driving service improvements.
Apply Through Our Website:For the best chance of success, make sure you apply directly through our website. It’s the easiest way for us to review your application and get you on board with our fantastic team!
How to prepare for a job interview at NEWLON HOUSING TRUST
✨Know Your Stuff
Make sure you understand the ins and outs of complaints management, especially in a housing context. Brush up on the Housing Ombudsman requirements and be ready to discuss how you've handled similar situations in the past.
✨Show Empathy
Since this role is all about resident-centred service, think about examples where you've demonstrated empathy and understanding in your previous roles. Be prepared to share how you resolved issues while keeping the residents' feelings in mind.
✨Demonstrate Leadership Skills
As a manager, you'll need to show that you can lead a team effectively. Think of times when you've coached staff or improved performance. Be ready to discuss your approach to fostering a high-quality service culture.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about Newlon Housing Trust's approach to complaints and quality management. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
