Resolutions Manager
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Job Location:
Monthly Salary:
Posted on:
25 days ago
Vacancies:
1 Vacancy
Job Summary
Resolutions Manager
Role Title: Resolutions Manager
Hours: 35 hours per week MondayFriday
Salary: 47909 - 59886 (salary dependent on experience)
Contract: Permanent
Location: Dartford / Agile
Were committed to delivering a fair transparent and customer-focused complaints service one that listens learns and drives continuous improvement across our organisation.
As our Resolutions Manager youll take the lead on complex and high-profile complaints ensuring theyre investigated thoroughly responded to professionally and resolved in line with the Housing Ombudsman Complaint Handling Code. Youll oversee Stage Two complaints and Ombudsman cases ensuring every response is evidence-based balanced and reflects our commitment to fairness and accountability.
This is both a hands-on and strategic role. Youll partner with senior leaders and operational teams to analyse complaint data identify recurring themes and provide insights that shape service design and decision-making. Youll also oversee a team of Resolutions Partners providing direction coaching and professional support to ensure consistent quality and continuous learning across all stages of complaint handling.
Your ability to balance customer needs with organisational priorities will be key. Youll bring experience of managing complex or high-profile cases a strong understanding of regulatory requirements and excellent analytical and communication skills. Experience in the social housing or public sector environment will be an advantage along with a proven track record of using data and insight to influence positive change.
This is a rewarding opportunity to make a lasting impact strengthening how we respond to customers embedding learning into how we work and ensuring every complaint leads to better outcomes for the future.
For more information please take a look at the job description:
Why join us
Were one of the top 30 housing associations in England with homes across London Kent Essex and Sussex. Our purpose is to open doors to better lives for our customers and we know this begins with excellent complaint handling.
Were proud to have been recognised as one of The Sunday Times Best Places to Work 2025 based on our own employees feedback. Join us and help shape a fairer more transparent housing experience for all.
To apply please complete our application form in full via our careers website (see link below). As we use anonymous recruitment and do not accept CVs its really important that you provide as much detail as possible in your application. Were keen to understand your interest in the role and how you meet the requirements so please make full use of the spaces provided to tell us about your experience skills and what makes you a great fit for our team.
This is an exciting opportunity to step into a role where youll make a real impact.
In return youll receive:
Excellent benefits. For more info check out our employee benefits video here:Our employee benefits: what we can offer you ()
Want to know more about Moat
Follow us on social media to see the latest updates and hear from our employees:
LinkedIn: @moathomes
Facebook: Moat Homes
Ready to make an impact
If this sounds like the role for you applyby 11pm on Sunday 9 November 2025 and be part of something bigger!
We encourage you to apply early as we may close the advert before this date if we receive good interest. Were looking forward to reading your application!
If you require any additional adjustments to the recruitment process please email
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
Moat is a housing association employing over 350 people and providing affordable homes in thriving communities for people in the South East of England.
