Complaints Manager

1 month ago


Croydon UK, London, United Kingdom Reed Talent Solutions Full time

Head of Resident Voice – Social Housing Temporary – 3 Month Contract – Croydon – Hybrid – Start ASAP – £550 – £650 Per day Umbrella


The ideal candidate will have complaints experience in a regulated sector (NHS, financial, energy, transport), strong leadership experience, change management, resident management.


2-3 days on site in Croydon

Hours: 36 hours per week


Reed Talent Professionals are supporting a reputable Housing Association based in Croydon, London, in the search for a Head of Resident Voice with Customer Resolutions experience, to join their friendly team.

Reporting to the Director of Performance, Quality and Compliance, you’ll be responsible for making sure the resident’s voice is heard and that their views and experiences are used to shape the service design and improve delivery.


Day-to-day of the role:

Lead the Customer Solutions complaints-handling team to resolve complaints efficiently and comprehensively, ensuring alignment with strategic and regulatory requirements while maintaining a positive customer experience.

Design and implement mechanisms to learn from complaints, collaborating with other heads of service to embed lessons learned.

Head the team responsible for involving residents in shaping our services, supporting the development and delivery of a group-wide Customer Engagement Strategy.

Provide guidance on customer engagement and support resident-led scrutiny groups to review services and provide feedback.

Lead both teams through the ongoing major transformation programme, including designing and implementing effective team structures and new ways of working across Resident Voice.


Required Skills & Qualifications:

Proven success in leading a large-scale, fast-paced team.

Strong leadership skills in change management.

Demonstrated ability to motivate and matrix manage operational teams at a senior level to deliver results and excellent customer service.

Excellent analytical and problem-solving skills.

Deep understanding of a customer-centric industry, preferably social housing, including relationships with external regulatory and ombudsman bodies.


The ideal candidate will have experience delivering success in leading a large-scale, fast-paced team as well as leadership skills in change management and a strong record of motivating and matrix managing operational teams at a senior level to deliver results and excellent customer service.


If you’re a strong, customer-focused and motivational leader with excellent analytical and problem-solving skills and a deep understanding of a customer-centric industry (preferably social housing), including relationships with external regulatory and ombudsman bodies, apply for the Customer Solutions Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.



  • Croydon, UK, London, United Kingdom RBW Consulting Full time

    QA ManagerWorking exclusively with a long-standing client, I am now working to grow out their Quality team with a crucial, hands on management hire. Given that the business is expanding headcount, introducing new systems, new products and also looking to bring in new equipment across all European facilities, this is both an exciting and positively...


  • Croydon, Greater London, United Kingdom Howells Solutions Limited Full time

    Social Housing Repairs ManagerJob DescriptionWe are an innovative and award-winning Social Housing Repairs & Maintenance Contractor seeking a Repairs Manager to join our team in Croydon. The key function of this role is to manage a team delivering repairs services, ensuring high quality and commercially focused service delivery.Main ResponsibilitiesManage a...


  • Croydon, Greater London, United Kingdom Rentokil Initial plc Full time

    Company Overview:Rentokil Initial plc is a leading provider of washroom, hygiene, and floorcare services in the UK. Our company is committed to delivering high-quality service to our customers while maintaining a safe and healthy environment.Salary: The estimated salary for this position is £28,582 per annum, plus customer service incentives, leads...


  • Croydon, Greater London, United Kingdom American International Group Full time

    Job Summary:">This role involves managing adjusters in the Portfolio Package Property Complex team and providing oversight of the adjusters in the Property Express Team handling Package Portfolio claims. The successful candidate will drive best practice claims handling performance, both in terms of optimal claims outcomes and customer service.">Main...


  • Croydon, Greater London, United Kingdom Rentokil Pest Control South Africa Full time

    Rentokil Initial is a leading provider of washroom, hygiene and floorcare services. We are now seeking a talented Service Team Leader to manage our operations in Croydon and lead our team to achieve excellent customer satisfaction.You will be responsible for daily management of a team of up to 10 service drivers, working collaboratively with other team...

  • Care Services Manager

    1 month ago


    Croydon, Greater London, United Kingdom First Option Healthcare Full time

    First Option Healthcare is dedicated to providing personalized care solutions for individuals with complex needs. Our vision is to create a network of trusted professionals who can deliver exceptional support in the comfort of clients' own homes.Estimated Salary:£40,000 - £50,000 per annum, based on your level of experience.Job Description:This exciting...


  • Croydon, Greater London, United Kingdom Lloyd Recruitment - Epsom Full time

    Job Title: Business Development ManagerWe are seeking a skilled Business Development Manager to join our Lloyd Recruitment - Epsom team. As a key member of our team, you will provide outstanding service and support to our clients.Salary: £35,000 - £40,000 per annumLocation: Redhill, SurreyAbout the Role:In this exciting opportunity, you will be responsible...


  • Croydon, Greater London, United Kingdom American International Group Full time

    At American International Group, we're transforming the way we help our customers manage risk. This is an exciting opportunity to grow your skills and experience as a valued team member.A Culture of ExcellenceOur Claims teams are renowned for their technical expertise and exceptional service. As a Portfolio Risk Claims Manager, you'll play a critical role in...


  • Croydon, Greater London, United Kingdom Lefar Group Limited Full time

    Role DescriptionWe are seeking an experienced Deputy General Manager to join our team at Lefar Group Limited. As a senior leader, you will play a key role in driving business growth, improving guest satisfaction, and maintaining financial targets. This is an excellent opportunity for an ambitious hospitality professional to take on new challenges and...


  • Croydon, Greater London, United Kingdom Howells Solutions Limited Full time

    **Job Overview**We are seeking a highly skilled Service Delivery Manager to join our team at Howells Solutions Limited. This is an exciting opportunity for a motivated individual to lead and manage the delivery of reactive repairs and maintenance services for our client's properties.The ideal candidate will have excellent leadership skills, with experience...


  • Croydon, Greater London, United Kingdom Lefar Group Limited Full time

    Job Title: Deputy General Manager Leadership RoleLocation: Lefar Group LimitedJob Type: Full-timeSalary: £60,000 - £80,000 per annum, depending on experience.About the Role:This is a senior management position that supports the General Manager in overseeing the overall operations of a hotel. The successful candidate will play a key role in ensuring the...


  • Croydon, Greater London, United Kingdom CV-Library Full time

    **Job Title:** Deputy Operations ManagerAbout the Role:We are seeking a highly skilled and experienced Deputy Operations Manager to join our team at SuperCare. As a key member of our leadership team, you will play a crucial role in overseeing the day-to-day operations of our residential children's home in Ilford.Main Responsibilities:To work closely with the...


  • Croydon, Greater London, United Kingdom St Christophers Full time

    Job Title: Customer Service Management ProfessionalWe are seeking a highly skilled and customer-focused individual to manage customer service and relations at St Christophers in Addiscombe, ensuring a positive shopping experience for all customers.Key Responsibilities:Manage customer complaints and issues, resolving them efficiently and effectively while...


  • Croydon, Greater London, United Kingdom Carrington West Full time

    Job OverviewWe are seeking a skilled Customer Liaison Manager to join our team on a contract basis. This exciting opportunity offers a competitive salary of up to £40,000 per annum, based in Redhill and Hampton Court. As a Customer Liaison Manager, you will be responsible for establishing and maintaining effective relationships with various internal and...


  • Croydon, Greater London, United Kingdom Rentokil Initial Full time

    Unlock Your Leadership PotentialWe are seeking a seasoned Service Delivery Manager to join our dynamic team at Rentokil Initial in Croydon. As a key member of our service delivery team, you will play a vital role in leading a team of up to 10 Service Drivers across a geographical area within the branch.The ideal candidate will have demonstrated leadership...


  • Croydon, Greater London, United Kingdom Rentokil Initial plc Full time

    About the Role:The Service Team Leader will be responsible for managing a team of up to 10 Service Drivers across a geographical area within the branch.The ideal candidate will have experience in managing a team and providing excellent customer service. They will be able to work collaboratively with other Team Leaders to plan and coordinate the Service...


  • Croydon, UK, London, United Kingdom Pertemps Network Group Full time

    Internal Sales Consultant & AdministratorSelhurst, LondonSalary: £30,000 + (DOE) + Bonuses Company OverviewThis role is with an award-winning manufacturer specialising in premium cable management systems, including bespoke floor boxes installed in prestigious residential, retail, and office spaces. Our clients value the quality of our products and our...

  • Clinical Care Manager

    1 month ago


    Croydon, Greater London, United Kingdom Leaders in Care Full time

    We are seeking an experienced Registered Nurse to join our team as a Clinical Care Manager, specializing in complex care packages within the community.This role will involve providing face-to-face support to adult clients and their families, creating personalized care plans, and working closely with a core team of carers to develop their clinical skills and...


  • Croydon, Greater London, United Kingdom UPS Full time

    As an HR Geo Services Associate at UPS, you will be instrumental in shaping the future of our organization. This role offers a competitive salary range, comprehensive training, and opportunities for career growth through our 'promotion from within' policy. You will be working closely with our BPO support team, providing high-level support to geographies...


  • Croydon, Greater London, United Kingdom Christ The King Residential Care Homes Full time

    At Christ The King Residential Care Homes, we are seeking an experienced and dedicated Senior Residential Care Operations Manager to join our team.This is a full-time permanent position with a salary of £41,000.00 to £43,000.00 per year, depending on experience.Job Description:Key Responsibilities:To oversee the day-to-day operations of our residential...