We are looking for a Resolution Business Partner to lead and support a customer‑focused resolution team, ensuring fair outcomes and continuous service improvement.
Responsibilities
* Lead, coach and support the Feedback and resolution team, ensuring effective case management and professional development.
* Work with the innovation and service quality lead to identify risks and prevent recurrence through proactive measures.
* Conduct regular performance reviews, spot checks and audits of casework and correspondence to ensure quality and compliance.
* Ensure all activities comply with Consumer Housing Standards, the Housing Ombudsman's Complaint Code, and internal policies.
* Document resolutions, agreements and follow‑up actions to maintain consistency and accountability.
* Foster a culture of learning, resolution and proactive problem‑solving within the team and across the business.
* Collaborate with senior stakeholders to align strategies, processes and decisions with organisational goals.
* Support cross‑functional collaboration and escalation management, implementing structured processes for timely outcomes.
* Advise senior leaders on emerging issues, risks and recommend policy or process changes.
* Support the delivery of the Customer Experience Strategy and contribute to wider organisational objectives.
Qualifications
* Relevant degree or substantial experience in complaints management or housing services.
* Formal qualifications in complaint handling, customer service or investigations; ideally NVQ Level 3 in Customer Service or management.
* In‑depth knowledge of the Housing Ombudsman's Complaint Handling Code, social housing legislation, data protection and equality frameworks.
* Understanding of complaint processes, data analysis and the ability to translate insights into service improvement.
* Capability to present findings and recommendations to senior leadership or customer panels.
* Management qualification or proven line‑management experience.
Benefits
* Annual leave starts at 26 days per year plus bank holidays.
* Leave purchase scheme – option to buy up to an additional 5 days per year.
* Enhanced family leave (maternity, paternity and adoption).
* Organisational sick pay.
* Generous pension scheme – Citizen will match contributions up to 10%.
* Competitive salary.
* Comprehensive health insurance and wellness programmes.
* Flexible working hours and generous leave policies.
* Access to training programmes and career development resources.
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