Resolutions Manager

Role Title: Resolutions Manager

Hours: 35 hours per week, Monday–Friday 

Salary: £50,065 - £62,581 (salary dependent on experience) 

Contract: 12-Month Fixed Term Contract

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-manager.pdf

Our Values:

Own it: We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.

Better together: We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.

Lead by example: We strive to set high standards in everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.

Be the change: We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.

Why join us?

Joining Moat means being part of a friendly team that cares about doing great work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

If you want a rewarding job where you can make a difference and work with a supportive team, Moat is the right place for you!

Are you ready to explore the incredible benefits we offer? In this engaging clip, we break down everything you need to know about our employee benefits. Our employee benefits: what we can offer you (youtube.com) 

Interested? We’d love to hear from you!

If you think this role is a good fit for you and you're ready to make a difference, please fill out the online application form on our website by 11pm on 25^th November 2026. We will reach out via email if we would like to invite you for an interview.

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.

You’ll join us on the first Monday of the month and begin with a structured, week‑long corporate induction, giving you the time, knowledge and connections to start your career with Moat on the right foot.

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 [email protected]