Overview
In this role you will lead the Housing Resolutions Team to manage and resolve customer complaints and enquiries, ensuring fair, timely outcomes and alignment with regulatory standards. You will drive service improvement through learning from feedback and performance data, partnering with housing managers to raise customer satisfaction. Your focus is on upholding the Housing Ombudsman Complaint Handling Code and fostering a culture of accountability and continuous improvement. This is a chance to shape better customer experiences across housing services and contribute to the One Team approach at Sandwell.
Responsibilities
- Lead and manage the Housing Resolutions Team
- Oversee investigation and resolution of complex complaints and Member enquiries
- Ensure compliance with Housing Ombudsman Complaint Handling Code and regulatory requirements
- Identify trends and opportunities for service improvement from complaints and feedback
- Produce reports and performance information to support decision making
- Promote a positive complaint handling culture focused on learning and continuous improvement
- Collaborate with managers and stakeholders to improve service delivery and outcomes
Key requirements
- Experience in managing complaint handling or customer resolution services
- Experience in leading and motivating teams to achieve targets
- Experience of working with senior stakeholders and influencing service improvements
- Knowledge of complaint handling best practice and customer service principles
- Experience producing reports and analysing performance information
- Strong communication, investigation and problem-solving skills
- Influencing and stakeholder management
- Analytical thinking
- Communication
- Complaint handling / case management
- Performance reporting and analysis
- Regulatory compliance knowledge (Housing Ombudsman)
Housing Resolutions Manager in Oldbury employer: Sandwell Metropolitan Council
As a Finance Business Partner within our values-driven council, you will enjoy a supportive culture that prioritises employee development and well-being. With excellent benefits, a competitive remuneration package, and a hybrid working model, this role offers the unique opportunity to make a meaningful impact on children's services while collaborating with senior leaders and stakeholders. Join us in shaping financial governance and sustainability, all while contributing to improved outcomes for children and families in our community.
Contact Details:
Sandwell Metropolitan Council Recruitment Team
