Resolution Team Leader

Resolution Team LeaderWe are seeking an experienced Resolution Team Leader to lead a high performing team, delivering fair, timely complaint resolutions and driving service improvement.Position: Resolution Team LeaderSalary: £42,149 per annum London weighted or £37,573 per annum regionalLocation: London Stratford or Manchester Trafford with hybrid workingHours: Full time, 35 hours per weekContract: PermanentClosing Date: 24 April 2026Interviews: 30 April 2026, face to faceAbout the roleThis is a key leadership role within a customer resolutions function, focused on delivering high quality complaint handling and improving the overall resident experience.You will lead a team responsible for managing complaints with professionalism, empathy and efficiency, ensuring compliance with internal standards and regulatory expectations.Key responsibilities include:Leading, coaching and developing a high performing resolutions teamManaging complex and escalated complaints to ensure fair and timely outcomesMonitoring performance against KPIs including resolution times and customer satisfactionDriving quality and consistency across all complaint responsesEnsuring compliance with complaints procedures and relevant regulatory frameworksWorking with stakeholders to identify root causes and reduce complaint volumesConducting regular one to ones, quality checks and targeted training to improve performanceEmbedding a culture of accountability, empathy and continuous improvementAbout youYou will ..... full job details .....