Resident Project and Complaints Manager - Intermediate Rent

Job Title: Resident Project and Complaints Manager - £45,000 - £50,000

Location: Central London

Are you ready to make a real impact on residents' lives while working in a supportive, mission-driven environment? A unique opportunity has arisen for a Resident Project and Complaints Manager with a well-respected charity dedicated to providing high-quality, affordable rental homes in Central London. If you're a proactive leader who's skilled in project management, customer service, and complaints handling, this role could be the perfect fit for you!

As the Resident Project and Complaints Manager, you will play a key role in shaping the resident experience, managing complex projects, and ensuring regulatory compliance. Working closely with the Customer Services Director, you'll oversee major resident engagement initiatives, champion a customer-focused culture, and act as the main point of contact for high-level complaints, including Ombudsman cases. This is your chance to work in an impactful position that balances hands-on project management with strategic contributions.

Customer Experience and Complaints Management

• Champion the Resident Experience: Represent our brand, acting as a key point of contact for residents to ensure their voices are heard and valued.
• High-Level Complaint Resolution: Manage and resolve complex resident complaints, collaborating with internal teams and handling all correspondence with Ombudsman services.
• Compliance and Reporting: Work closely with the Customer Services Director to meet regulatory requirements, ensuring a high standard in complaints resolution and timely responses to public officials' inquiries.
• Drive Customer Service Standards: Instill a customer-first culture across the organization, working with managing agents to maintain exceptional service levels.

Project Management and Resident Engagement

• Resident Relocation and Regeneration Projects: Support the Customer Services Director with temporary relocations and vacant possession processes for upcoming regeneration projects. You'll be responsible for resident communication, stakeholder reporting, and engagement.
• Event Coordination and Resident Feedback: Organize and support resident-focused events, ensuring feedback is gathered and implemented effectively.
• Stakeholder Collaboration: Work closely with managing agents to deliver seamless resident engagement on projects, building positive relationships and addressing resident needs throughout the project lifecycle.

Data Analysis and Continuous Improvement

• Insights and Recommendations: Regularly analyze complaints data and feedback to identify themes, trends, and actionable recommendations.
• Performance Reporting: Report monthly on complaints performance and support strategic improvements in customer service delivery.

We're looking for a professional who is passionate about customer service and resident engagement, with the drive to make a difference in an environment that champions quality housing. Key qualities include:

• Proven experience in customer service, complaints handling, and project management, ideally within housing, property, or community services.
• Strong organizational skills and a track record of effectively managing resident communications and expectations.
• The ability to work collaboratively across teams, with managing agents, and to liaise professionally with public officials and regulators.
• Excellent communication and interpersonal skills, with a proactive, solution-oriented mindset.

If you're looking to advance your career while making a tangible impact in people's lives, this is a role where your contributions will be valued and visible. Apply today to join a dedicated team that's transforming housing and community experience in Central London.