Resolutions Manager

1 day ago

Dartford, Kent, United Kingdom Moat Homes Full time £60,000 - £75,000 per year

Role Title:
Resolutions Manager

Hours:
35 hours per week, Monday–Friday

Salary:
£47,909 - £59,886 (salary dependent on experience)

Contract:
Permanent

Location:
Dartford / Agile

We're 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, you'll take the lead on complex and high-profile complaints, ensuring they're investigated thoroughly, responded to professionally, and resolved in line with the Housing Ombudsman Complaint Handling Code. You'll 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. You'll partner with senior leaders and operational teams to analyse complaint data, identify recurring themes, and provide insights that shape service design and decision-making. You'll 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. You'll 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: resolutions-

Why join us?

We're 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.

We're proud to have been recognised as one of The Sunday Times Best Places to Work 2024, 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 career's website (see link below). As we use anonymous recruitment and do not accept CVs, it's really important that you provide as much detail as possible in your application. We're 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.

In return, you'll 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, apply
by 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. We're looking forward to reading your application

If you require any additional adjustments to the recruitment process, please email

  • Resolutions Partner

    7 days ago

    Dartford, Kent, United Kingdom Moat Homes Full time £41,020 - £52,310 per year

    Role Title:Resolutions PartnerHours:35 hours per week, Monday–FridaySalary:£35,129 - £43,911 (salary dependent on experience)Contract:PermanentLocation:Dartford / AgileWe're committed to providing an excellent customer experience, one that listens, learns, and leads to real change. When customers raise concerns, we see it as an opportunity to make things...

  • Contracts Manager

    7 days ago

    Dartford, Kent, United Kingdom Apt Talent Full time £40,000 - £60,000 per year

    Contracts Manager My client, a leading M&E and Facilities Management services provider are currently recruiting for a Contracts Manager to join their team. The Role:The contracts manager will be responsible for a portfolio of PPM contacts of between £800k to 1 million in value, taking overall contractual, operational and financial responsibility for...

  • Dartford Control Room Team Manager

    5 days ago

    Dartford, Kent, United Kingdom National Highways Full time £40,000 - £80,000 per year

    About the job.Safety and customer service are at the heart of everything we do. In this role, you will directly impact the safe running of the Strategic Road Network (SRN) across Dartford, minimising any adverse effects on our customers.Reporting directly to the Dartford Service Delivery Manager, you will lead the Dartford Control Room (DCR), overseeing the...

  • Head of Property Management

    24 hours ago

    Dartford, Kent, United Kingdom Worth Recruiting Full time £35,000 - £60,000 per year

    Job DescriptionWorth Recruiting – Property Industry Recruitment Job Title: HEAD OF PROPERTY MANAGEMENT – Residential LettingsLocation: Dartford, DA1Salary: £35,000 per annumPosition: Permanent, Full-Time Reference: WR75631 WANTED Head of Property Management – Dartford Area: An excellent opportunity to lead a property management department for a...

  • Administrator/Help Desk Co-ordinator

    2 weeks ago

    Dartford, Kent, United Kingdom Laing O'Rourke Full time £25,000 - £35,000 per year

    *Facilities Assistant*Do you enjoy working in a busy, fast-paced environment?Would you like to work for a company that can offer stability, career progression, and personal development?Then Laing O'Rourke's Central Services team is the place for youWe are looking for aFacilities Assistantto join our busy head office team in Dartford. This is a full-time,...

  • Service Desk Analyst

    4 days ago

    Dartford, Kent, United Kingdom Laing O'Rourke Full time £25,000 - £40,000 per year

    Laing O'Rourke are looking for an ambitious and team centric Service Desk professional (1st & 2nd Line) to join their talented IT Support teamYou will ideally have proven experience working within a Technical Service Desk ITIL environment, providing professional customer focused service to agreed standards and procedures within Service Level Agreements...

  • administrator/help desk co-ordinator

    2 weeks ago

    Dartford, Kent, United Kingdom Laing O'Rourke Full time £25,000 - £35,000 per year

    6882DartfordPermanentFACILITIES ASSISTANTDo you enjoy working in a busy, fast-paced environment?Would you like to work for a company that can offer stability, career progression, and personal development?Then Laing O'Rourke's Central Services team is the place for youWe are looking for a Facilities Assistant to join our busy head office team in Dartford....

  • Employee Relations Executive

    3 days ago

    Dartford, Kent, United Kingdom Annapurna Full time

    Annapurna HR have been engaged by a leading services firm to find a talented Employee Relations Executive to join their growing team. This is an exciting opportunity to play a key role in driving continuous improvement within a collaborative and high performing team.Key ResponsibilitiesProvide guidance and case management support on disciplinary, grievance,...

  • Credit Controller

    3 days ago

    Dartford, Kent, United Kingdom Artic Building Services Limited Full time £37,000 - £60,000 per year

    Credit Controller - (DIRECT applications ONLY - No agency at this time)Location: DartfordReporting to: Management AccountantDepartment: FinanceContract Type: Permanent / Full-timeRole OverviewThe role requires a proactive and experienced Credit Controller to manage the credit and collections process within a dynamic facilities management environment. This...

  • Client Resident Liaison Officer

    1 week ago

    Dartford, Kent, United Kingdom Sureserve Full time £30,000 - £40,000 per year

    The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices.Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical...