Location
London Borough of Sutton, The Old Rectory, Festival Walk, Carshalton.

Hours
Full Time (hours not specified)

Salary
£52,839 per annum

About the Borough
The London Borough of Sutton is an Outer London borough in south London. Sutton Housing Partnership (SHP) is based in Sutton Town Centre with excellent transport links in and out of London. With a workforce of two hundred colleagues, SHP is small enough to be friendly and large enough to offer scope for career development and progression. Our colleagues work closely with residents across the borough.

About the Service and Team
At SHP, our strength lies in the knowledge, experience and commitment of our colleagues to deliver excellent services to residents. As a landlord organisation, this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy, rewarding lives. SHP was awarded the highest possible rating of C1 by the Social Housing Regulator in October 2025.

About the Role
We are seeking an experienced and values-driven Customer Resolutions 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 complaints not only ensure compliance but also drive fairness, learning and improved outcomes for customers. You will enjoy working collaboratively across teams, building positive relationships with colleagues, councillors and external partners, and fostering a culture where feedback is welcomed and acted upon.

As a key advisor across our service areas, you will be the primary point of contact for the Housing Ombudsman, ensuring the organisation consistently aligns with the Dispute Resolution Principles. This role has high visibility and involves working closely with the Executive Management Team (EMT) and senior leaders to embed lessons learned into service delivery.

Our Offer to You
Colleagues at SHP take pride in delivering our priorities and working in rewarding careers. We strive to reward fairly through SHP’s pay and reward systems, reviewing roles to ensure pay reflects responsibilities.

Key benefits include:
- Membership of the Local Government Pension Scheme, a career average scheme with employee contributions between 5.5% and 12%, and an employer contribution rate of 18.4% from 1 April 2025.
- Annual leave of 28 or 33 days per year (depending on role) plus paid bank holidays.
- Simply Health Cash Plan allowing cashback on dental, optical, consultations and scans.
- Employee benefits including cycle to work scheme and various discount schemes.
- Employee Assistance Programme providing confidential support 24/7.
- Investment in learning and development through e-learning, instructor-led training and external training opportunities.

Application Process
Please refer to the job profile to ensure you meet the essential criteria before applying. Complete the online application form with a supporting statement addressing how you meet the criteria. The closing date is a guide; early application is advised as the vacancy may close once sufficient applications are received.

All applications are anonymised to reduce bias and reviewed solely on knowledge, skills and experience. Interview panels are encouraged to be diverse. SHP is committed to removing barriers and enhancing workforce diversity.

We guarantee to interview all disabled applicants who meet the minimum criteria and ensure an inclusive and accessible recruitment process.

Additional Information
We are proud to be a diverse and welcoming organisation, striving to reflect the community we serve and foster a sense of belonging. We welcome applications from underrepresented groups.

The UK points-based immigration system affects sponsorship availability, which is subject to eligibility and budget. Sponsorship requests are considered on a case-by-case basis.

Experience
Proven experience in customer resolution management, ideally within housing or public sector environments. Demonstrated ability to lead and manage complaints processes and use insight to improve services.

About You
You are a values-driven, confident and credible leader passionate about fairness and continuous improvement. You enjoy collaborative working, building positive relationships with colleagues, councillors and external partners. You foster a culture where feedback is welcomed and acted upon.

Qualifications
Relevant qualifications or equivalent experience in customer service management, housing, or related fields are desirable but not explicitly stated. Commitment to ongoing professional development is expected.