Location
Hale Village, London, N17

Hours
Full-time, fixed term contract until March 2027

Salary
£40,757 per annum plus opportunity to earn up to 5% performance related bonus

About the Role
Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London. We are committed to delivering great services to our residents. Sometimes things go wrong, and we want to provide a quick, reliable and transparent complaint resolution service. We are seeking an experienced Service Resolution Manager or Complaint Handler who is tenacious and motivated to find resolutions for our residents to help us meet our goals.

In this role, you will use your background in service delivery and proven problem-solving skills to resolve issues effectively, ensuring a very high standard of customer satisfaction. You will be confident working with a range of IT systems and specialist packages, and an excellent communicator able to work collaboratively with a wide range of people. Providing a supportive and empathic service to our customers is essential. You will also be skilled in interpreting statistical information to ensure budgets are maintained and deadlines are met.

In return, you will receive 27 days holiday (prorated), a non-contributory pension, excellent benefits, and a flexible working scheme. You will be based in purpose-built offices that are part of the award-winning Hale Village regeneration project, located just two minutes’ walk from the major transport interchange at Tottenham Hale.

Experience
Proven experience in service delivery and complaint handling with a strong track record of problem solving and achieving customer satisfaction.

About you
Customer focused, tenacious, and motivated to resolve issues effectively. Excellent communication skills and ability to work collaboratively with diverse stakeholders. Confident user of IT systems and specialist software. Skilled in interpreting statistical data to support budget management and deadline achievement.

Qualifications
Relevant qualifications or equivalent experience in service resolution or complaint management are desirable but not explicitly stated.