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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, health plan, hybrid working, and personal development opportunities.
- Why this job: Make a real difference in residents' lives while shaping excellent customer service.
- Qualifications: Experience in customer resolution, strong communication skills, and a collaborative mindset.
- Other info: Join a values-driven team committed to fairness and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
We are 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.
- Acting as a key advisor across service areas, 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).
- 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, Simply Health medical cash plan, Modern and flexible working environment, Hybrid working - 3 days in office, HOME Awards, 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.
We kindly request that Recruitment Agencies do not contact SHP with applicant CVs as they will not be considered.
Customer Resolution & Insight Manager in Sutton Coldfield employer: Panoramic Associates
Contact Detail:
Panoramic Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution & Insight Manager in Sutton Coldfield
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at SHP or similar organisations. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research SHP’s values and recent projects. Show us you’re not just passionate about customer resolution but also about making Sutton a better place to live.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've turned complaints into positive changes. We love hearing about real-life experiences that demonstrate your problem-solving abilities.
✨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 serious about joining our team at SHP.
We think you need these skills to ace Customer Resolution & Insight Manager in Sutton Coldfield
Some tips for your application 🫡
Know Your Stuff: Before you start writing, make sure you understand the role and what we’re all about. Dive into our mission and values, and think about how your experience aligns with what we’re looking for. This will help you tailor your application to show us why you’re the perfect fit!
Be Authentic: We love genuine people! When you write your application, let your personality shine through. Share your passion for customer service and how you’ve made a difference in previous roles. We want to see the real you, so don’t hold back!
Showcase Your Skills: Highlight your relevant experience and skills that match the job description. Use specific examples to demonstrate how you’ve successfully managed complaints or driven improvements in past roles. This is your chance to show us what you can bring to the table!
Apply Through Our Website: Make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Panoramic 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 your personal values align with theirs. Share specific examples from your past experiences where you demonstrated integrity and made decisions that prioritised the needs of customers, even in challenging situations.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific complaints or customer insights. Think through potential scenarios in advance and outline your approach to resolving issues while ensuring that lessons learned are integrated into service improvements.
✨Build Rapport
During the interview, focus on building a connection with your interviewers. Use active listening skills and engage with their questions thoughtfully. Demonstrating your collaborative approach will highlight your ability to work effectively across teams and build trust with colleagues and stakeholders.
