Customer Resolution Manager - Housing Complaints

Step into an exciting permanent opportunity with a well-established social landlord based in Edgbaston, Birmingham, where you'll play a key role in strengthening the Customer Resolution service, improving tenant outcomes and turning complaints into meaningful service improvements. This Customer Resolution Manager position offers the opportunity to lead a dedicated complaints team, influence service delivery across the organisation and make a genuine impact on how tenants' concerns are heard, resolved and learned from.

You’ll be joining a committed Customer Experience function at an exciting time, with a strong focus on delivering fair, timely and effective complaint outcomes in line with the Housing Ombudsman Complaint Handling Code. This is a fantastic opportunity for an experienced complaints professional who enjoys leading people, driving performance and working closely with senior stakeholders to improve customer experience.

I’d love to hear from anyone with experience as a Customer Resolution Manager, Complaints Manager, Complaints Team Leader or Customer Experience Manager within social housing, who has strong Housing Ombudsman knowledge and is ready to take the lead within a busy and high‑profile complaints environment.

In this position, you will be:

• Managing, coaching and developing the Customer Resolution team
• Setting objectives, monitoring performance and managing underperformance
• Allocating workloads and ensuring complaints are handled within required timescales
• Acting as a key liaison with the Housing Ombudsman Service
• Managing evidence requests, case files, orders and Ombudsman determinations
• Overseeing complex, sensitive and high‑profile complaints
• Ensuring complaints are handled in line with the Housing Ombudsman Complaint Handling Code and Consumer Standards
• Using complaint data, themes and root‑cause analysis to identify service improvements and reduce repeat failures
• Producing MI, dashboards and performance reporting for senior leadership
• Working with managers and frontline teams to improve complaint ownership, resolution and customer outcomes
• Supporting MP, councillor and Chief Executive enquiries where required

I’d love to speak to anyone who has:

• Proven experience managing Housing Ombudsman casework (essential)
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and Consumer Standards (essential)
• Proven experience managing, coaching and developing a complaints or customer resolution team
• Strong performance management experience, including objectives, 1‑to‑1s, appraisals and addressing underperformance
• Experience managing complex or escalated complaints within a regulated environment
• Strong analytical, influencing and stakeholder management skills
• Experience using complaints insight and performance data to drive continuous improvement
• Excellent written and verbal communication skills
• A good understanding of social housing operations, regulation and customer service
• A Level 4 Housing qualification or people management qualification would be desirable, although a willingness to work towards these will be considered

This role is offering the following benefits:

• Full‑time, permanent contract
• Hybrid working; 3 days in the office, 2 days working from home
• Annual salary of £55,000 - £59,000
• Opportunity to lead and develop an established Customer Resolution team
• Opportunity to influence service improvement and tenant experience at organisational level

Travel & location

This role is based in Edgbaston, Birmingham, with a minimum requirement of 3 days per week on‑site due to the collaborative and high‑profile nature of the position. The location offers strong transport links across Birmingham and the wider West Midlands, making this a great opportunity for an experienced housing complaints professional looking for their next leadership position.

Basic DBS and Social Media Check required.

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