At a Glance
- Tasks: Lead high-quality complaints handling and implement service improvements based on customer feedback.
- Company: West Kent, a passionate housing association dedicated to community impact.
- Benefits: Generous pension, health cash plan, flexible leave, and paid volunteer time.
- Other info: Flexible hybrid working with a vibrant team culture.
- Why this job: Make a real difference in customer experiences and drive meaningful change.
- Qualifications: Experience in complaints management and a passion for customer service.
We’re looking for a passionate and forward-thinking Customer Resolution Manager to lead the delivery of high quality complaints handling for all our customers, including member enquiries and Housing Ombudsman enquiries. This is a key role taking learning from complaints and our customers' experiences through to implementing service improvements across the business. You’ll be leading the service through a time of service improvement and cultural change. You’ll lead West Kent with a vision to improve the way we view, act on and implement meaningful change by listening to our customers' voices leading meaningful change that directly improves customer outcomes.
At West Kent we’re passionate about the role a housing association can play in society and believe the values of an organisation are what makes it special. Our vision is to deliver places to live and space to grow for our current and future residents. Our values guide us to how we do things from delivering on our promises, working with honesty, integrity, and flexibility, showing compassion and self-awareness, as well as a commitment to learning and equally important working hard and having fun.
Benefits: We offer a great package - generous pension and life cover, health cash plan, flexible leave package which includes an additional three days leave for our Christmas closure, paid time off to volunteer and an annual grant to support your wellbeing. Please see our website for more details about our benefits package.
Location: The role will be based in our Sevenoaks office. We offer a flexible approach to hybrid working, with employees attending the office twice a week.
Application Information: We will only consider applications with a full CV and completed application form.
Advert Closing Date: 9am on 3 August 2026. Interviews: 18 and 20 August 2026.
Customer Resolution ( Complaints) Manager in Sevenoaks employer: West Kent Housing Association
At West Kent, we pride ourselves on being a values-driven organisation that empowers our employees to make a meaningful impact in the community. As a Finance Manager, you'll not only lead high-performing teams but also enjoy a supportive work culture that prioritises professional growth, flexibility, and employee wellbeing, all while working in the picturesque setting of Sevenoaks. Join us to drive operational excellence and contribute to delivering homes and services that truly matter.
Contact Details:
West Kent Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution ( Complaints) Manager in Sevenoaks
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Kent Housing Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like West Kent Housing Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Resolution ( Complaints) Manager in Sevenoaks
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to West Kent Housing Association:Your cover letter is your chance to shine! Tell us why you want to work at West Kent Housing Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at West Kent Housing Association!
How to prepare for a job interview at West Kent Housing Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
