Resolutions Manager

Role Title: Resolutions Manager   

Hours: 35 hours per week, Monday–Friday 

Salary: £47,909 - £59,886 (salary dependent on experience) 

Contract: Permanent 

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

Why join us?

We’re one of the top 30 housing associations in England, with homes across London, Kent, Essex, and Sussex. Our purpose is to open doors to better lives for our customers — and we know this begins with excellent complaint handling.

We’re proud to have been recognised as one of The Sunday Times Best Places to Work 2024, based on our own employees’ feedback. Join us and help shape a fairer, more transparent housing experience for all.

To apply, please complete our application form in full via our career's website (see link below). As we use anonymous recruitment and do not accept CVs, 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.

This is an exciting opportunity to step into a role where you’ll make a real impact. For more information, please see here the full job description: 

In return, you’ll receive:

Excellent benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)

Want to know more about Moat?

Follow us on social media to see the latest updates and hear from our employees:

LinkedIn: @moathomes

Facebook: Moat Homes

Ready to make an impact?

If this sounds like the role for you, apply by 11pm on Sunday 9 November 2025 and be part of something bigger!

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 peopleservices@moat.co.uk