Location
Kings Hall Mews, London with reporting offices in London (Stratford) or Manchester (Trafford)

Hours
Full Time - 35 hours per week with agile working; 20%-40% of contractual hours to be worked from reporting office/working location (hybrid working)

Salary
Starting from £55,270 (London salary) and from £47,920 (Regional salary) per annum

About the Role
Join the Complaints Team at London and Quadrant Housing Trust (L&Q) where we are committed to delivering exceptional service to our residents by learning from every experience. As a Resolutions Team Manager, you will lead and inspire a team of complaint handlers to provide a high-quality, robust, and timely complaint management service to residents and external stakeholders. You will directly manage Resolutions Team Leaders, role model best practices, and implement areas of accountability to improve the customer complaints experience and increase resident satisfaction.

Your key responsibilities include leading the team to handle customer and stakeholder communications in line with agreed policies and procedures, ensuring KPIs and team objectives are met, holding colleagues accountable for timely and effective complaint resolution, and forming strong relationships with internal and external stakeholders. You will make logical, solution-focused decisions and advocate for change to create a better and faster customer experience for L&Q customers.

Benefits include an excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus bank holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours paid volunteering days, lifestyle benefits, Employee Assistance Programme, and more. Early applications are encouraged as the advertisement may close and interviews may be held earlier than stated.

Experience
- Proven experience managing large complaint-handling teams
- Extensive experience directly managing complaints
- Experience leading effective business improvement projects
- Experience working in the social housing sector

About you
- Inspirational leader with a track record of managing successful large teams
- Ability to find creative and practical solutions to customer issues
- Excellent communication and presentation skills with the ability to adapt style to customer needs
- Demonstrable commitment to excellent customer service in a demanding service centre environment

Qualifications
No specific qualifications are stated; however, relevant experience and skills in complaint management and leadership within social housing are essential.