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.

About Tower Hamlets
Tower Hamlets' vision for our borough is that people are aspirational, independent, and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.

Diversity and Inclusion
Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class. We welcome applicants interested in flexible working arrangements and also applicants who live in the borough.

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

About you
You are passionate about improving resident experiences and have a strong commitment to embedding a culture of learning and service improvement. You embody the TOWER values and are dedicated to delivering fair and transparent complaint resolutions.

Qualifications
Relevant qualifications in management or a related field are desirable but not essential.