Head of Customer Resolutions - 1 yr Contract, Full or P/T

We’re looking for a dynamic and experienced Senior Customer Resolutions professional to lead our team of 9 people (1 direct report) and deliver an exceptional complaints management service that complies with the highest standards, including the Housing Ombudsman Service Code and Consumer Standard requirements. You will play a key role in safeguarding Paradigm’s reputation whilst driving improvements across the organisation based on customer feedback and complaint insights.

In this leadership role, you will be responsible for overseeing a customer-centred complaints management process, ensuring timely and high-quality resolution for our customers, partners, and stakeholders. You will lead on identifying service improvements, reducing risk, and ensuring compliance with the latest regulatory requirements. You will also manage key relationships with external bodies, including the Housing Ombudsman Service, MPs, and Councillors, while collaborating with internal teams to drive consistency and improve customer satisfaction.

• Lead and develop the Customer Resolutions team, ensuring the delivery of top-quartile performance and maintaining a culture of compliance, innovation, and customer-focused service.
• Work closely with the Assistant Director of Customer Services to deliver on the Customer Strategy, particularly in relation to complaint management and service improvements.
• Investigate and manage stage two complaints, working with customers and service leads to provide effective resolutions and identify actionable insights for improvement.
• Ensure clear and regular reporting of complaint themes and trends to the Leadership Group, Executive Board, and other stakeholders.
• Develop processes that facilitate service improvement initiatives and collaborate with senior leaders to implement these changes across Paradigm.
• Play a strategic role in shaping the future of our customer care services by applying innovative solutions and leading transformation efforts.

• Demonstrable expertise in managing complaints and complex case resolution, with a strong understanding of customer care standards in the social housing sector.
• Proven track record of leading teams, providing strong performance management, and fostering professional development.
• Ability to make data-driven decisions and lead strategic improvements that enhance the overall customer experience.
• Outstanding communication and negotiation skills, with experience in delivering clear and impactful reports to senior stakeholders.
• Strong leadership skills with the ability to inspire and motivate a team to consistently achieve targets.
• Desirable although not essential - knowledge of trends and best practices in the housing sector, with the ability to adapt to changing regulatory and legislative requirements.

We welcome applications from candidates interested in a reduced-hours contract (circa 30 hours over 4 days to include Fridays); please specify this clearly at the application stage. Our standard weekly hours are 37-hour; 09:00 - 17:30 Monday to Thursday, and 09:00 - 17:00 on Fridays.

Whilst this is not currently a permanent role, in a business our size and with the transformation we are going through, there is a possibility that this could either be extended, made permanent or other opportunities may arise. Many of our talented colleagues started at Paradigm as temporary/interim and have gone on to forge successful careers with us. However, if something longer term doesn’t materialise, you will still gain valuable experience which will add to your employability in this and similar fields.

At Paradigm Housing Group, We Are Committed To Creating a Workplace That Values Diversity, Fosters Innovation, And Supports Our Employees’ Development. We Are Proud To Offer:

• 30 days annual leave (plus bank holidays and 3 days over Christmas/New Year)
• A generous pension scheme with employer contributions of up to 9.5%.
• Family-friendly policies, including generous parental leave, sabbaticals and flexible working options.
• Health Cash Plan worth over £1,800 p/a covering a range of healthcare services.
• 3 x paid ‘Giving Back’ days per year for volunteering.

Please note this vacancy has a short application period, therefore we would encourage early applications; we reserve the right to close this vacancy earlier than the published date should a suitable candidate be identified. Closing date: 03 April 2025.