Customer Resolution & Insight Manager
14 days ago
Sutton
SUTTON HOUSING PARTNERSHIP We are a groundbreaking, innovative housing partnership working as a not-for-profit organisation in the Borough of Sutton with ambitious objectives for making Sutton a great place to live. Formed in April 2006 as an Arms Length Management Organisation (ALMO) we work in partnership with Sutton Council and its residents, managing over 6,000 council properties and over 1,500 leasehold properties in Sutton. The opportunity: We are looking for an experienced and values-driven Customer Resolution and Insight Manager who is passionate about doing the right thing for residents and using insight to continually improve services. You will be a confident and credible leader who believes that complaints not only ensure compliance but drive fairness, learning and improving outcomes for customers. • Acting as a key advisor across service areas, the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles., • Working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and creating a culture where feedback is welcomed and acted upon., • Driving the importance of learning from complaints and customer insight, turning learning into practical service improvements., • Demonstrable experience leading a similar service, responding to complaints, managing customer resolution and proven success with embedding improvements., • A clear understanding of the importance of learning from complaints and customer insight, and the ability to turn learning into practical service improvements., • A values-led approach, demonstrating fairness, respect and a commitment to doing the right thing, even in complex or challenging situations., • Strong organisational and communication skills, with the ability to explain decisions clearly, sensitively and professionally to residents and stakeholders., • Strong system skills: configuring and optimising case management and reporting systems (eg CRM, NEC, Power BI)., • Proven experience mentoring, training & developing direct reports SHP total reward offer includes: • 33 days annual leave, plus 8 statutory holidays, • Local Government Pension Scheme, • Simply Health medical cash plan, • Modern and flexible working environment, • Hybrid working - 3 days in office, • HOME Awards Closing Date: 15 February Anticipated interview date/s: w/c 23 February We kindly request that Recruitment Agencies do not contact SHP with applicant CVs as they will not be considered.