Senior Customer Resolution Manager

Agencies

Eastlight’s current agency PSL is at capacity, so we will not be able to consider candidate applications introduced by agencies outside of our selected suppliers.

Who We Are

Eastlight Community Homes is proud to be the largest community gateway social housing provider in the country. Together with our residents and communities, we create safe, affordable homes and neighbourhoods that people are proud to live in.

The Role

We are seeking a Senior Customer Resolution Manager to join Eastlight Community Homes on a permanent basis.  It is essential that the successful candidate comes with significant experience.  You will operate at a strategic level whilst ensuring the operational elements of the function are efficient and effective. You will be responsible for the strategic and operational management of our Customer Experience area of business that encompasses the complaints service.  You will be expected to influence and inspire senior leaders to adopt best practice and deliver continuous improvement across the organisation.  You will not only propose ideas, options, and ways in which to develop and implement strategies to improve service outcomes but also analyse trends and performance in the context of both the internal organisation and the wider sector and drive service improvements. 

As Eastlight’s subject matter expert, you will be able to demonstrate your experience of influencing large organisations to ensure the effective and timely resolution of customer complaints, ensuring compliance with the Housing Ombudsman Code, and enhance our commitment to a resident led culture. You will provide senior leadership to a team focused on identifying and mitigating both the strategic and operational risks, and develop a culture of inspiring trust, and confidence in Eastlight. This role plays a critical role in safeguarding the association’s reputation and leading service improvements which will be challenging, requiring defined negotiating skills. You will also provide business assurance to senior leadership, including the Board and Executive Team.

You will have extensive experience working with senior teams, a strong proactive approach to risk management, and an in depth understanding of the Housing Ombudsman Code. You will have proven experience in customer resolution management within housing or a regulated sector, as well as exceptional communication, leadership, and team management skills. You will come with the experience to make sound financial decisions to support the organisation to manage budgets effectively.

Benefits and Compensation

To demonstrate our commitment to you, we have developed a sector leading total rewards package:

• £66,997 per annum
• Full time, Permanent Contract
• Group stakeholder pension plan (Eastlight will double, up to 5% of the employee’s contribution - Employee 5% + Eastlight 10% = Total 15%)
• 30 days annual leave plus bank holidays
• Annual wellbeing grant of £200 per annum – Subject to eligibility
• Trailblazing family leave (Maternity, Paternity and Adoption – 12 weeks full pay/6 weeks half pay) – Subject to eligibility
• BUPA healthcare cash plan, life assurance
• Formal qualifications and paid professional membership

Next Steps

At Eastlight we support, develop, and invest in our people, together creating a culture where people love to work. There has never been a better time to join us! Click the link below to submit your CV and personal statement.

Eastlight Community Homes is a disability confident leader and equal opportunities employer. We are committed to promoting an inclusive and diverse culture, which is why we encourage applications from everyone. If you require any support with the application process, please contact recruitment@eastlighthomes.co.uk

Eastlight Community Homes are unable to provide Visa Sponsorship.

Any internal applications from employees whose roles are formally at risk will be given priority consideration for this position in accordance with our redeployment process.

Important Dates

Closing date: 10 February 2025 at 9am 

Interview date: Interviews are expected to be held on 25 February 2025