Resolution Team Manager

It matters. So we’re bringing it closer to home. Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened. That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next. We’re also adapting how we handle complaints and looking for people who want to be part of delivering a better experience from the very first conversation. We need an experienced complaints professional to lead a high-performing team as a Resolution Team Manager, and shape a complaints service that is fair, responsive and focused on putting things right. This is a pivotal role. You won’t just oversee complaint handling - you’ll set the tone for how we respond to customers, embed a culture of early resolution, and ensure learning drives real service improvement across the organisation. What you’ll be doing You’ll work alongside a fellow Resolution Team Manager, and report to the Customer Resolution Manager, ensuring you lead from the front, handle customer concerns with empathy and professionalism, and solve issues at the earliest opportunity. In this role, you will: Lead, support and develop a team of Resolution Caseworkers to deliver consistently high standards Champion a customer-first, early resolution approach across all complaint handling Oversee and manage complaint cases to ensure timely, fair and high-quality outcomes Take ownership of complex, sensitive or high-risk cases where strong judgement is critical Coach and develop team members in communication, investigation and conflict resolution Analyse complaint trends and feedback to identify learning and drive service improvement Ensure robust record-keeping, reporting and organisational learning from complaints Act as a recognised subject matter expert, advising colleagues across the organisation Deliver training to embed best practice and strengthen complaint handling capability Deputise for the Customer Resolution Manager when required What you’ll bring You’ll bring credibility, sound judgement and a strong sense of purpose when it comes to customer advocacy. We’re looking for: Significant experience in complaints handling, ideally within housing Strong knowledge of the Housing Ombudsman Complaint Handling Code Understanding of the RSH Consumer Standards and their application Proven experience leading and developing high-performing teams Excellent communication, coaching and conflict resolution skills The ability to interpret data and turn insight into service improvements A clear commitment to equality, diversity and inclusion A relevant professional qualification (e.g. CIH, customer service or complaints handling) or equivalent experience Job Description - Resolution Team Manager Why join us? At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.” This is more than a leadership role, it’s an opportunity to shape how we respond when it matters most. If you’re motivated by improving services, leading teams and making sure customer voice drives real change, we’d love to hear from you. Appointment to this role will be subject to satisfactory references and proof of Right to Work in the UK. Discover Stonewater Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme. Our mission is to provide quality homes and services for people whose needs are not met by the open market. We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives. We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation. Are you ready to #DiscoverStonewater? Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date. Apply To This Job