Customer Resolution Manager

Customer Resolution Manager

Salary: £50,670
Location: Oldham (Hybrid)
Reporting to: Head of Customer Service

Improving lives in Oldham

First Choice Homes Oldham (FCHO) has an exciting opportunity for an experienced Customer Resolution Manager to lead our complaints service and help shape how we learn from customer feedback.

This role is about building trust, driving service improvement and ensuring every customer receives a fair, timely and high-quality resolution.

You'll lead our Customer Resolution team while working closely with colleagues across the organisation to embed a culture where complaints are viewed as opportunities to improve our services, strengthen customer confidence and deliver better outcomes for our communities.

The impact you'll make

As Customer Resolution Manager, you'll lead FCHO's end-to-end complaints function, ensuring we meet the highest standards of customer service and regulatory compliance.

You'll oversee complex and high-profile complaints, manage relationships with the Housing Ombudsman, and provide assurance to senior leaders and the Board that complaints are being handled fairly, consistently and in line with the Housing Ombudsman Complaint Handling Code.

You'll use customer insight and complaint trends to influence positive change across the organisation, helping us continuously improve our services.

You will:

• Lead and develop our Customer Resolution team to deliver an outstanding complaints service.
• Oversee complex and escalated complaints, ensuring investigations are fair, evidence-based and customer focused.
• Act as FCHO's lead contact with the Housing Ombudsman, managing investigations, determinations and Complaint Handling Failure Orders.
• Use complaint insight and customer feedback to identify trends and drive continuous improvement.
• Produce reports and assurance information for senior leaders and the Board.
• Work collaboratively with managers across the organisation to improve services and reduce repeat complaints.
• Ensure complaints are resolved within agreed timescales while maintaining excellent customer outcomes.
• Manage MP and Councillor enquiries and support organisational learning from customer feedback.

Our ideal candidate

You'll be an experienced leader who is passionate about customer service and continuous improvement working collaboratively, influencing others and using insight to make lasting improvements for customers.

You'll have:

• A Level 4 Housing Management qualification or willingness to work towards
• Experience managing complex complaints, investigations or casework.
• Excellent communication and stakeholder management skills.
• Strong analytical skills and the ability to interpret performance data.
• Experience coaching and developing high-performing teams.
• The confidence to make balanced decisions in complex situations.
• A commitment to delivering excellent customer outcomes.

Knowledge of:

• The Housing Ombudsman Complaint Handling Code
• Regulator of Social Housing Consumer Standards
• The Social Housing (Regulation) Act 2023

Why Join FCHO?

First Choice Homes Oldham is a housing association providing safe, affordable and high-quality homes across Oldham and the surrounding areas. We own and manage over 11,500 homes and have the highest regulatory (G1/V1) governance rating.

Every day we're proud to make a real difference in our communities.

Our work is guided by our Corporate Plan, focused on providing quality homes, excellent services and thriving communities. We care deeply about our customers, colleagues and neighbourhoods and are committed to improving lives across Oldham.

What's in it for you?

We offer a fantastic range of benefits designed to support your wellbeing, work-life balance and career development, including:

• A salary of £50,670 per annum.
• A 37-hour working week with hybrid working options.
• 30 days' annual leave -plus 8 bank holidays
• Option to purchase additional annual leave.
• Defined contribution pension scheme with up to 10% employer contribution and salary exchange option.
• Death in service benefit.
• Healthcare cash plan covering dental, optical and physiotherapy treatments.
• Private health insurance.
• Employee Assistance Programme offering 24-hour confidential support.
• Doctorline, giving you and your family 24/7 GP access.
• Access to our colleague benefits platform, including retail discounts and wellbeing tools.
• Discounted gym membership.
• Enhanced maternity, paternity, adoption and sick pay.
• Long service awards.

Interested?

Please submit your application before 06/08/2026

Please note that we reserve the right to close this vacancy early if we receive a high volume of suitable applications.

We are committed to building an organisation that represents a variety of backgrounds, perspectives and skills, and we are proud to be an equal opportunity workplace. As an equal opportunities employer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.

We care that you have a great experience with us at FCHO. If you need us to make any reasonable adjustments to make your experience smoother, please let us know and we’ll do all we can.