Customer Resolution & Insight Manager in Sutton

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.