Neway International are seeking a Complaints Resolution Lead to join our client based with Southern Housing. Location: Kent Science Park, Sittingbourne, Hours: 35 per week Start Date: 20 April 2026 Duration: Initially for 3 months, extended after review. Southern Housing is one of the UK’s largest housing providers, delivering safe, secure and well‑managed homes across diverse communities. The organisation is committed to excellent customer experience, transparency and continuous improvement. The Complaints Resolution function plays a critical role in ensuring residents receive fair, timely and high‑quality responses in line with regulatory standards. The Complaints Resolution Lead will manage and coordinate the end‑to‑end handling of customer complaints, ensuring cases are investigated thoroughly, responded to within required timescales, and resolved in a fair and customer‑focused manner. The postholder will work closely with internal teams, senior stakeholders and residents to drive service improvements and uphold organisational standards. This role requires strong communication skills, analytical thinking, and the ability to manage sensitive and complex cases with professionalism. Key Responsibilities Lead the investigation and resolution of customer complaints in line with policy, regulatory requirements and Housing Ombudsman standards. Coordinate information gathering from internal teams to produce accurate, evidence‑based responses. Draft clear, high‑quality written responses that address concerns and outline outcomes. Monitor complaint progress to ensure all cases meet required timescales. Identify themes, risks and service improvement opportunities arising from complaints. Provide advice and support to colleagues on complaint handling best practice. Maintain accurate records and update case management systems. Escalate complex or high‑risk cases appropriately. Represent the service professionally when liaising with residents and stakeholders. Candidate Requirements Experience in complaint handling, customer resolution or case management within housing, local authority or similar regulated environments. Strong written communication skills with the ability to produce clear, structured and empathetic responses. Ability to analyse information, identify root causes and propose solutions. Confident in managing sensitive or challenging conversations. Excellent organisational skills and ability to manage multiple cases simultaneously. Strong IT competence, including case management systems and Microsoft Office. Professional, calm and customer‑focused approach.