At a Glance
- Tasks: Lead a team to resolve complaints and improve resident experiences across North Counties.
- Company: Join a values-driven organisation dedicated to enhancing community living.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on residents' lives while shaping service delivery.
- Qualifications: Experience in complaint handling and a passion for social housing.
The predicted salary is between 40000 - 50000 £ per year.
- Our Vacancy
- Regional Resolution Manager – North Counties
- Lead positive change for residents and communities
We're looking for an experienced and values-driven Regional Resolution Manager to lead our resolution service across North Counties.
This is an exciting opportunity to shape resident experience across a diverse region, ensuring complaints, Member enquiries and executive correspondence are handled fairly, professionally and with a strong focus on learning and improvement.
Working closely with operational teams and regional leaders, you'll ensure residents' voices are heard, lessons are learned and services continue to evolve to meet the needs of our communities.
What You'll Be Doing
Leading a team of Complaint Investigators and Coordinators, you'll be responsible for delivering an effective and resident-focused resolution service.
- You Will
- Lead the regional approach to complaint resolution and service recovery.
- Ensure complaints and enquiries are handled fairly, consistently and within agreed timescales.
- Act as the escalation point for complex or sensitive complaints.
- Oversee responses to MPs, Councillors and executive correspondence.
- Ensure compliance with the Housing Ombudsman's Complaint Handling Code and internal governance requirements.
- Identify complaint trends and recurring themes, using insight to drive meaningful improvements.
- Work in partnership with operational teams to address root causes and reduce repeat complaints.
- Monitor performance, risks and service improvements across the region.
- Support a culture of accountability, learning and continuous improvement.
Working across geographically diverse communities, you'll understand the importance of building strong local relationships, supporting operational teams and ensuring residents receive a consistent, high-quality service regardless of location.
About You
You’ll be a collaborative leader with a strong understanding of social housing and a passion for improving outcomes for residents.
- You’ll Bring
- Significant experience in complaint handling, customer resolution, investigations or service improvement within social housing or a similarly regulated environment.
- Strong understanding of the Housing Ombudsman's Complaint Handling Code and complaint handling best practice.
- Knowledge of the Regulator of Social Housing Consumer Standards and the importance of resident-focused services.
- Experience dealing with complaints relating to housing management, repairs, property services, tenancy issues, antisocial behaviour or resident safety.
- Experience responding to MPs, Councillors, senior executives and other stakeholders.
- Proven experience leading and developing successful teams.
- Excellent communication and stakeholder relationship skills.
- Strong analytical ability and experience using feedback and complaints data to improve service delivery.
- The confidence to influence, challenge and support colleagues to deliver better outcomes.
- Why this role matters
Complaints provide a unique opportunity to understand resident experiences and improve the services we provide.
As Regional Resolution Manager, you'll ensure complaints are resolved fairly and transparently while driving improvements that make a real difference to residents and communities.
Our values and service standards
You’ll be someone who shares our values of Being Kind, Doing the Right Thing, Loving New Ideas, Celebrating Diversity, Keeping Our Promises and Pulling Together.
You’ll also champion our service standards by getting things sorted, keeping residents updated, being honest and accountable, listening and supporting, and learning and improving.
Why join us?
You’ll be joining a service that is passionate about helping residents flourish in their homes and communities.
You'll have the opportunity to shape service delivery, influence local partnerships and lead a team that makes a genuine difference every day.
Benefits
- Flexible and hybrid working
- 30 days' annual leave, plus bank holidays
- Up to 10% pension contribution, matched 1:1
- Two additional paid volunteering days each year
- Flexible benefits scheme, including options for healthcare, dental care, and more
- #J-18808-Ljbffr
Regional Resolution Manager - North Counties in Dunstable employer: Peabody
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