Customer Resolution Manager

Birmingham Source: WhatJobs

See advert for pay

Overview

In this role you lead a dedicated customer resolution team within a large housing organisation, driving fair outcomes and learning across services. You will ensure high-quality complaint handling and Housing Ombudsman compliance, collaborating with senior stakeholders to embed continuous improvement. You act as the main point of contact for the Housing Ombudsman Service, translating insights into service enhancements. This is a chance to shape customer experiences and drive accountable outcomes in a collaborative environment.

Pay / Benefits

hybrid working
career development and progression
collaborative working environment
permanent contract

Responsibilities

Lead and develop the customer resolution team, overseeing performance and growth
Liaise with Housing Ombudsman Service, coordinating evidence, case files, determinations and orders
Ensure complaint handling aligns with applicable standards and policies
Oversee complex and high-profile complaints, including executive-level inquiries
Analyze complaint trends and Ombudsman feedback to drive improvements and reduce service failures
Build relationships with senior stakeholders to influence change and accountability for service improvements

Key requirements

Significant experience managing complaints or customer resolution in housing or a regulated environment
Hands-on experience with Housing Ombudsman cases (evidence submissions, investigations, outcomes)
Strong knowledge of complaint handling legislation, regulatory standards and best practices
Proven leadership including performance management and team development
Excellent communication, stakeholder management, analytical and problem-solving skills
Ability to challenge and engage senior stakeholders for improvements
Leadership or housing-related qualification advantageous but not essential