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Regional Resolution Manager – North- West London

Help us build trust, improve services and deliver better outcomes for residents

North-West London is one of our largest, most diverse and fast-paced regions. We're looking for an experienced and inspirational Regional Resolution Manager to lead our resolution service, ensuring residents receive fair, timely and high-quality outcomes when things don't go as planned.

This is a high-profile leadership role with significant regional responsibility. You'll oversee complaints, Member enquiries and executive correspondence, working at the intersection of resident experience, operational performance, regulatory compliance and organisational reputation.

As a trusted partner to Regional Directors and operational leaders, you'll use insight from complaints and resident feedback to drive learning, improve services and strengthen resident confidence.

What you'll be doing

Leading a team of Complaint Investigators and Coordinators, you'll be responsible for ensuring complaints and enquiries are managed consistently, professionally and in line with regulatory expectations.

You will:

• Lead the delivery of a high-quality resolution service across North West London.
• Ensure complaints, Member enquiries and executive correspondence are handled fairly, consistently and within timescales.
• Act as the escalation point for complex, sensitive or high-risk cases.
• Oversee responses to MPs, Councillors and other key stakeholders.
• Ensure compliance with the Housing Ombudsman's Complaint Handling Code and organisational policies.
• Use complaints, Ombudsman decisions and resident feedback to identify trends, root causes and opportunities for service improvement.
• Work collaboratively with operational leaders to embed learning and reduce repeat complaints.
• Provide performance insight, challenge and support to improve resident outcomes.
• Build strong relationships with internal and external stakeholders to protect and enhance resident trust.

Serving one of our most complex urban regions, you'll be comfortable managing politically sensitive and high-profile casework, balancing resident expectations, regulatory requirements and reputational risk while maintaining a strong focus on service improvement.

About You

You'll be an experienced housing professional with strong leadership skills, excellent judgement and a passion for improving resident experience.

You'll bring:

• Significant experience in complaint handling, customer resolution, investigations or service improvement within social housing or a similarly regulated environment.
• Strong knowledge of the Housing Ombudsman's Complaint Handling Code and effective complaint resolution practices.
• Understanding of the Regulator of Social Housing Consumer Standards and the wider housing regulatory landscape.
• Experience managing complex complaints relating to repairs, housing management, tenancy matters, antisocial behaviour, resident safety or property services.
• Experience responding to enquiries from MPs, Councillors, senior executives and other high-profile stakeholders.
• Proven success leading, developing and motivating high-performing teams.
• Excellent written communication skills, with the ability to produce clear, balanced and evidence-based responses.
• Strong analytical skills and experience using insight to drive continuous improvement.
• The confidence to challenge constructively and influence leaders at all levels.

Why this role matters

Complaints provide some of the most valuable insight into our residents' experiences. As Regional Resolution Manager, you'll ensure complaints are not only resolved fairly and effectively but that the learning from them drives meaningful service improvements across the region.

Our values and service standards

You'll be someone who shares our values of Being Kind, Doing the Right Thing, Loving New Ideas, Celebrating Diversity, Keeping Our Promises and Pulling Together. You'll also champion our service standards by getting things sorted, keeping residents updated, being honest and accountable, listening and supporting, and learning and improving.

Why join us?

You'll be joining a service that is passionate about helping residents flourish in their homes and communities. You'll have the opportunity to shape service delivery, influence local partnerships and lead a team that makes a genuine difference every day.

Here’s what you’ll get when you join us:

• Flexible and hybrid working
• 30 days' annual leave, plus bank holidays
• Up to 10% pension contribution, matched 1:1
• Two additional paid volunteering days each year
• Flexible benefits scheme, including options for healthcare, dental care, and more

What to expect from our recruitment process

We’re committed to a fair, inclusive, and transparent recruitment process.

Interviews/assessment will be held in person on the 6 August in our Ealing Office.

Please read before you apply

• You must have the right to work in the UK; we are unable to provide visa sponsorship.
• We reserve the right to close this advert early if we receive a high volume of suitable applications.
• Regular attendance at our Ealing Gateway Regional Office with travel across our other regions and visits to our Headquarters in London.

If you're passionate about resident experience, regulatory excellence and leading service improvement within a complex urban housing environment, we'd love to hear from you. Please apply by submitting an anonymised CV, answering a few application questions and providing a short supporting statement outlining why you're the ideal candidate for the Regional Resolution Manager role.

If you need to ask us anything else at all, feel free to drop an email to Talent Specialist Julie-Ann.O'Malley@peabody.org.uk