Customer Resolution Manager – Complaints & Service Improvement

About the role

West Kent Housing Association is seeking a passionate Customer Resolution Manager to lead high‑quality complaints handling for members and Housing Ombudsman enquiries. You will drive service improvements and cultural change by turning customer feedback into actionable change.

Key responsibilities

• Lead the delivery of complaints handling across all customer channels.
• Manage member enquiries and coordinate responses to Housing Ombudsman investigations.
• Analyse complaint data to identify trends and implement service improvement initiatives.
• Champion a customer‑focused culture and promote continuous improvement.
• Collaborate with internal teams to ensure timely and effective resolution of issues.

Required profile

• Strong leadership and communication skills.
• Experience in complaints handling within a housing or public‑sector environment.
• Ability to translate customer insights into practical service changes.
• Commitment to delivering excellent customer outcomes.

Required skills

What we offer

• Competitive salary £50,000‑£55,000 per year.
• Generous pension and life cover.
• Health cash plan and wellbeing grant.
• Flexible hybrid working – two days in the Sevenoaks office each week.
• Additional holiday for Christmas closure and paid volunteer time.