Are you a dedicated professional with a passion for delivering exceptional customer service and managing complex complaints? Brent Housing Management is seeking a Property Services Resolution Manager to lead our efforts in managing enquiries, complaints, and service improvements. It’s a fantastic time to be starting at Brent Council, as we are undertaking an ambitious transformation programme across the Council which puts our community at the heart of everything we do. About the post As Property Services Resolution Manager you’ll play a pivotal role in ensuring our residents receive the best possible service. You’ll be responsible for managing responses, overseeing the Property Services’ responses to complains and FOIs, ensuring alignment with the Council’s strategic priorities. You’ll manage the Housing Management compensation budget and other resources efficiently. By fostering a culture of innovation and continuous improvement, you’ll drive service delivery enhancements, conducting investigations and utilising learning from complaints to improve the customer experience. Building and maintaining effective working relationships with stakeholders is crucial, as you will act as an ambassador for the Council. You’ll maintain up-to-date records and provide monthly performance reports to senior management, ensuring targets and budgets are met. Additionally, you will lead and manage a high-performance team of Repairs Customer Coordinators. The ideal candidate You’ll be educated to diploma level or possess equivalent relevant experience, as well as have extensive experience managing statutory or corporate complaints in a large organisation. You should have a proven track record in delivering customer-focussed services and improvements, as well as conducting complex investigations and reporting on these to senior managers. You’ll have strong experience in staff and budget management, with an ability to communicate clearly with staff and other stakeholders. You’ll be capable of prioritising tasks effectively and have strong analytical and problem-solving abilities. It’s also essential that you can drive forward service improvements and contribute to the long-term development of the complaints function. Working for Brent Brent is a vibrant London borough known for its iconic Wembley Stadium and rich cultural diversity. We’re committed to creating a supportive and dynamic work environment where you can make a real impact. We offer opportunities for professional development, a collaborative team culture, and the chance to be part of an innovative and forward-thinking organisation. Additionally, we operate a hybrid working model with office or on-site presence three times a week. Apply now, or to learn more about our roles and benefits package, please visit brenthousingcareers.com. Additional information We will be regularly reviewing applications and conducting weekly interview panels. The information we collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details of how your information will be used by us and Cifas and your data protection rights, can be found at https://www.cifas.org.uk/fpn. Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application. We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances. Brent has a positive approach to flexible working. As a disability confident employer Brent welcomes applications from people with all disabilities, including hidden disabilities and mental health conditions. We will interview any disabled applicant who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact us on [email protected]