Resolution Team Leader
We are seeking an experienced Resolution Team Leader to lead a high performing team, delivering fair and timely complaint resolutions and driving service improvement.
Position Details
Salary: £42,149 per annum London weighted or £37,573 per annum regional
Location: London Stratford or Manchester Trafford with hybrid working
Hours: Full time, 35 hours per week
Contract: Permanent
Closing Date: 24 April 2026
Interviews: 30 April 2026, face to face
About The Role
This key leadership role focuses on delivering high quality complaint handling and improving the overall resident experience. You will lead a team responsible for managing complaints with professionalism, empathy and efficiency, ensuring compliance with internal standards and regulatory expectations.
* Leading, coaching and developing a high performing resolutions team
* Managing complex and escalated complaints to ensure fair and timely outcomes
* Monitoring performance against KPIs including resolution times and customer satisfaction
* Driving quality and consistency across all complaint responses
* Ensuring compliance with complaints procedures and relevant regulatory frameworks
* Working with stakeholders to identify root causes and reduce complaint volumes
* Conducting regular one‑to‑ones, quality checks and targeted training to improve performance
* Embedding a culture of accountability, empathy and continuous improvement
About You
You will bring strong leadership experience within a customer service or complaints environment, along with the ability to manage sensitive situations with confidence and professionalism.
* Proven experience leading or supervising a team in a customer service or complaints setting
* Experience handling complex and sensitive customer issues
* Strong communication skills with the ability to influence and provide constructive feedback
* A track record of coaching and developing team members
* The ability to drive performance and maintain high service standards
* Confidence using Microsoft Office including Excel and working with data
* Knowledge of complaints handling frameworks or regulatory standards such as the Housing Ombudsman Code is desirable
About The Organisation
This organisation is one of the UK’s leading housing providers, supporting hundreds of thousands of residents across multiple regions. With a strong focus on quality, inclusion and sustainability, they are committed to delivering excellent services and creating positive outcomes for the communities they serve. They offer a supportive and inclusive working environment alongside a comprehensive benefits package, including a generous pension contribution, annual leave entitlement, wellbeing support and opportunities for professional development.
Other Related Roles
Customer Relations Manager, Complaints Manager, Customer Experience Manager, Service Delivery Manager, Housing Customer Services Manager, Casework Manager, Customer Operations Team Leader
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