Complaints Manager

Head of Resident Voice – Social Housing Temporary – 3 Month Contract – Croydon – Hybrid – Start ASAP – £550 – £650 Per day Umbrella

The ideal candidate will have complaints experience in a regulated sector (NHS, financial, energy, transport), strong leadership experience, change management, resident management.

2-3 days on site in Croydon

Hours: 36 hours per week

Reed Talent Professionals are supporting a reputable Housing Association based in Croydon, London, in the search for a Head of Resident Voice with Customer Resolutions experience, to join their friendly team.

Reporting to the Director of Performance, Quality and Compliance, you’ll be responsible for making sure the resident’s voice is heard and that their views and experiences are used to shape the service design and improve delivery.

Day-to-day of the role:

Lead the Customer Solutions complaints-handling team to resolve complaints efficiently and comprehensively, ensuring alignment with strategic and regulatory requirements while maintaining a positive customer experience.

Design and implement mechanisms to learn from complaints, collaborating with other heads of service to embed lessons learned.

Head the team responsible for involving residents in shaping our services, supporting the development and delivery of a group-wide Customer Engagement Strategy.

Provide guidance on customer engagement and support resident-led scrutiny groups to review services and provide feedback.

Lead both teams through the ongoing major transformation programme, including designing and implementing effective team structures and new ways of working across Resident Voice.

Required Skills & Qualifications:

Proven success in leading a large-scale, fast-paced team.

Strong leadership skills in change management.

Demonstrated ability to motivate and matrix manage operational teams at a senior level to deliver results and excellent customer service.

Excellent analytical and problem-solving skills.

Deep understanding of a customer-centric industry, preferably social housing, including relationships with external regulatory and ombudsman bodies.

The ideal candidate will have experience delivering success in leading a large-scale, fast-paced team as well as leadership skills in change management and a strong record of motivating and matrix managing operational teams at a senior level to deliver results and excellent customer service.

If you’re a strong, customer-focused and motivational leader with excellent analytical and problem-solving skills and a deep understanding of a customer-centric industry (preferably social housing), including relationships with external regulatory and ombudsman bodies, apply for the Customer Solutions Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.