Resident Project and Complaints Manager Position

2 weeks ago

City of Westminster, Greater London, United Kingdom Deverell Smith Recruitment Ltd Full time

Deverell Smith Recruitment Ltd is seeking a highly skilled Resident Project and Complaints Manager to join a well-respected charity in Central London. As a key member of the team, you will play a vital role in shaping the resident experience, managing complex projects, and ensuring regulatory compliance.


This is a unique opportunity for a proactive leader who is skilled in project management, customer service, and complaints handling. The successful candidate will work closely with the Customer Services Director to oversee major resident engagement initiatives, champion a customer-focused culture, and act as the main point of contact for high-level complaints, including Ombudsman cases.


Key Responsibilities

Customer Experience and Complaints Management



  • Represent the organization and act as a key point of contact for residents to ensure their voices are heard and valued.
  • Manage and resolve complex resident complaints, collaborating with internal teams and handling all correspondence with Ombudsman services.
  • Work closely with the Customer Services Director to meet regulatory requirements, ensuring a high standard in complaints resolution and timely responses to public officials' inquiries.
  • Instill a customer-first culture across the organization, working with managing agents to maintain exceptional service levels.

Project Management and Resident Engagement



  • Support the Customer Services Director with temporary relocations and vacant possession processes for upcoming regeneration projects, responsible for resident communication, stakeholder reporting, and engagement.
  • Organize and support resident-focused events, ensuring feedback is gathered and implemented effectively.
  • Work closely with managing agents to deliver seamless resident engagement on projects, building positive relationships and addressing resident needs throughout the project lifecycle.

Data Analysis and Continuous Improvement



  • Analyze complaints data and feedback to identify themes, trends, and actionable recommendations.
  • Report monthly on complaints performance and support strategic improvements in customer service delivery.

This is an impactful position that balances hands-on project management with strategic contributions. If you're a professional who is passionate about customer service and resident engagement, with the drive to make a difference in an environment that champions quality housing, we encourage you to apply.

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