Location
London

Salary
£59,772

About the Role
Now is an exciting time to join our Complaints Team as we strengthen housing management and play a vital role in helping the council improve our resident experience and embed learning from feedback. This senior management role is key to helping us meet the requirements of the Housing Ombudsman and meeting the Consumer Standards set by the Regulator for Social Housing. The Complaints and ME manager reports into the Head of Regulatory within the Strategy, Policy and Regulatory Assurance Division. Leading a team of officers and working with senior management, you will embed a resident-focused culture and improve complaint handling, acting as a champion for turning the insight from complaints into action. This role is also the lead contact with the Housing Ombudsman for the Housing Management service. You’ll be part of a team that lives the TOWER values—working Together, being Open, Willing, Excellent, and Respectful—while delivering fair, transparent, and accountable complaint resolutions. This is your opportunity to help shape a culture of learning and service improvement, aligned with our “Your Voice, Our Action” ethos. The application deadline is Sunday 27 July 2025; interviews will be held week commencing the 4th August 2025.

Experience
Experience in a senior management role, particularly in complaints handling and housing management.

About you
You are committed to delivering excellent service and have a passion for improving resident experiences. You embody the TOWER values and are eager to foster a culture of learning and service improvement.

Qualifications
Relevant qualifications in management or a related field are desirable.