Customer Resolution Team Leader

We're looking for a Customer Resolution Team Leader to join our Customer Resolution and Tenant Involvement team. This is an exciting opportunity for an experienced complaints professional and people leader to take ownership of our complaint handling service, ensuring customers receive fair, timely and effective resolutions throughout every stage of the complaint lifecycle.

As Customer Resolution Team Leader, you will lead our Customer Resolution Officers and support the delivery of the Complaints Strategy across the organisation. You'll ensure complaints are investigated impartially using an evidence-based approach, driving high standards of performance, quality and service delivery while embedding learning from complaints to improve services and outcomes for customers. Working closely with colleagues across the business, you'll play a key role in ensuring complaint management not only resolves individual issues but also contributes to continuous improvement across Torus.

Working arrangements:

We operate a hybrid working policy, with a minimum requirement to work from our St Helens office three days per week, alongside home working and in line with business needs.

What you'll be doing:

- Inspire, lead and motivate the Customer Resolution team to deliver a high-quality complaints service.

- Support and guide Customer Resolution Officers in the effective management of Stage 1 and Stage 2 complaints, embedding the principles of dispute resolution.

- Manage complex or high-volume complaint cases, ensuring investigations are fair, impartial and evidence-based.

- Oversee the quality and timeliness of complaint responses, ensuring compliance with service standards and the Housing Ombudsman's Complaint Handling Code.

- Ensure customer vulnerabilities and individual circumstances are appropriately considered throughout the complaint process.

- Support the delivery of the Complaints Strategy and help embed learning from complaints across the organisation.

- Lead on complaint performance, monitoring quality, service standards and targets to drive continuous improvement.

- Support the implementation of learning from complaints, including facilitating learning activities and sharing best practice across services.

- Develop and maintain effective relationships with internal stakeholders, MPs, Councillors and the Housing Ombudsman Service to support positive outcomes for customers.

- Support complaint audits, case management improvements and annual self-assessments against the Complaint Handling Code.

- Prepare and contribute to performance reports, KPI reporting and management information for senior leaders, committees and boards.

- Manage allocated resources effectively, ensuring value for money and compliance with financial and governance requirements.

- Participate in the Housing and Assets out-of-hours on-call rota and promote safeguarding, equality, diversity and health and safety requirements.

A professional complaint handling qualification (CCA, ICS or equivalent) or significant relevant complaint handling experience.

- CIH Level 4 qualification, or willingness to work towards this.

- Proven experience leading, managing and motivating teams to achieve performance targets and deliver excellent customer outcomes.

- Experience delivering an effective complaints service and driving service improvements.

- Experience working under pressure, managing competing priorities and meeting deadlines.

- Knowledge of complaint handling best practice and experience working with the Housing Ombudsman Service.

- Strong leadership, communication and influencing skills, with the ability to build effective stakeholder relationships.

- Strong IT skills, including Microsoft Office and housing or case management systems.

- Experience using performance data and insight to monitor performance and drive continuous improvement.

- A proactive, resilient and customer-focused approach.

- An understanding of governance, compliance and risk management.

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

- Right to work verification.

- Qualification certificate check (where applicable).

- Two satisfactory references.

- Occupational Health questionnaire.

- DBS check if applicable (Standard/Enhanced).

- Completion of all new starter documentation, including signed terms and conditions.