Home Experience Resolutions Manager

Home Experience Resolutions Manager – Housing sector – PAYE £25.64 / Umbrella £32.03 p/h (inside IR35) – 5 Month interim contract – Hybrid - Croydon

Reed Talent Professionals are supporting a reputable Housing Association in the search for a Customer Relations Manager to join their expanding team.The Customer Resolutions Manager will play a key role within the Home Ownership team, leading the effective resolution of customer complaints, ensuring they are managed professionally and within agreed Service Level Agreements, whilst adhering to NHBC standards and regulatory requirements.

By championing a customer centric ethos, the Complaints Resolution Manager will play a pivotal role in improving service quality and maintaining high levels of customer satisfaction.

Day-to-day of the role:

• Oversee the management of all escalations to the Housing Ombudsman to deliver timely and satisfactory outcomes.
• Drive continuous improvement by analysing complaint trends, identifying root causes, and embedding lessons learned into business processes to prevent recurrence.
• Collaborate to address online complaints and uphold the company’s reputation.

Key Accountabilities:

• Manage casework by liaising with staff and external parties, including residents, surveyors, and local authorities, ensuring a high-quality service is delivered.
• Lead and motivate your team through regular meetings and performance reviews to ensure key performance targets are met.
• Manage the end-to-end resolution of Stage 1 and 2 complaints within agreed timelines, ensuring outcomes are fair and customer focused.
• Maintain accurate complaint records in accordance with company policies and GDPR requirements.
• Analyse complaint trends and provide detailed reports to drive continuous service improvements.
• Establish strong relationships with internal and external stakeholders, ensuring alignment with company values.

Required Skills & Qualifications:

• Demonstrable ability to plan and implement efficient ways of working.
• Strong organisational skills to manage multiple complaints simultaneously.
• Proven track record of building and managing successful teams in complaint resolution.
• Excellent collaboration skills with the ability to form positive working relationships at all levels.
• Experience of working in housing and understanding NHBC standards.
• Proficient in CRM and IT literate, particularly in Excel.

Benefits:

• Opportunity to work within a dynamic team and contribute to significant service improvements.
• Exposure to complex case handling and strategic decision-making.

To apply for the Home Experience Resolutions Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.