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- Tasks: Lead the management of complaints and member services to enhance customer experience.
- Company: Wheatley Group, a leading housing and property-management organisation.
- Benefits: Opportunity to influence change, supportive colleagues, and access to learning and development.
- Why this job: Make a real difference in customer outcomes and shape future service delivery.
- Qualifications: Experience in complaints handling, strong communication skills, and analytical ability.
- Other info: Collaborative environment with a focus on equity, diversity, and continuous improvement.
The predicted salary is between 28800 - 43200 £ per year.
Temporary for a period of 6 months. 35 hours per week, Monday - Friday. Make a real difference to customer experience across Wheatley Group. We’re looking for a passionate and forward-thinking Customer Resolution Manager to lead the delivery of high-quality complaints handling, member services and appeals across our Group. This is a key role ensuring our customers, colleagues, elected members and the Scottish Public Services Ombudsman (SPSO) receive accurate, timely and professional support — every time.
About the Role
- Lead the end-to-end management of complaints, member enquiries and housing appeals, ensuring compliance with policies, legislation and SPSO requirements;
- Provide expert oversight, guidance and escalation support for complex cases;
- Work closely with senior leaders, providing insightful reporting, analysis and recommendations to drive continuous improvement;
- Support elected member relations, helping maintain strong partnerships and ensuring an excellent standard of customer-focused service;
- Shape improvement projects across the group, ensuring customer insight drives positive change;
- Contribute to policy reviews, regulatory reporting and Board-level updates;
- Lead, inspire and develop a dedicated team to deliver excellent performance and service quality.
This is a highly collaborative role, working with colleagues across the organisation and external networks to create a culture of learning, accountability and exceptional customer experience.
About you
- Significant experience in complaints handling and/or member services within housing or a related sector;
- Excellent communication and influencing skills, with confidence engaging stakeholders at all levels;
- Strong analytical ability to interpret information, identify themes and recommend improvements;
- A track record of delivering service improvements and working well under pressure;
- Knowledge of SPSO requirements, Scottish Housing Regulator standards and relevant legislation;
- Competence in using case management systems and Microsoft Office tools.
A qualification in project management, systems thinking or a similar quality framework is desirable — or you’ll be willing to work towards this.
What we offer
- Lead meaningful change that directly improves customer outcomes;
- Influence strategic decisions and shape future service delivery;
- Work with supportive, values-driven colleagues across the Group;
- Access learning and development to reach your full potential.
Ready to join us? If you’re passionate about improving customer experience and want to play a key role in shaping how we respond to complaints, appeals and member enquiries, we’d love to hear from you. Apply today and help us deliver excellence for our customers and communities.
Closing date: 13 March 2026 at 5pm.
Customer Resolutions Manager in Glasgow employer: WHEATLEY GROUP
Contact Detail:
WHEATLEY GROUP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Manager in Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer service and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to complaints handling and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Wheatley Group.
We think you need these skills to ace Customer Resolutions Manager in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Resolutions Manager role. Highlight your experience in complaints handling and member services, and show us how your skills align with what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; tell us about your successes! Use specific examples of how you've improved customer experiences or resolved complex issues in the past. We love seeing tangible results!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to understand your experience and skills without having to decipher complicated phrases.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at WHEATLEY GROUP
✨Know Your Stuff
Make sure you’re well-versed in the Wheatley Group's values and mission. Familiarise yourself with their approach to customer service, especially regarding complaints handling and member services. This will show that you’re genuinely interested in the role and understand what they stand for.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully managed complaints or improved customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your analytical skills and hands-on leadership experience effectively.
✨Engage with Stakeholders
Since this role involves working closely with various stakeholders, be ready to discuss how you’ve engaged with different levels of an organisation in the past. Highlight your communication and influencing skills, and be prepared to share examples of how you’ve built strong relationships.
✨Show Your Passion for Improvement
Wheatley Group is looking for someone who can drive continuous improvement. Be prepared to talk about how you’ve identified areas for improvement in previous roles and the steps you took to implement changes. This will showcase your strategic thinking and commitment to enhancing customer experiences.