We're looking for a dynamic and experienced Head of Customer Resolutions to lead our Customer Resolutions team and deliver an exceptional complaints management service that complies with the highest standards, including the Housing Ombudsman Service Code and Consumer Standard requirements. You will play a key role in safeguarding Paradigm's reputation while driving improvements across the organisation based on customer feedback and complaint insights. In this leadership role, you will be responsible for overseeing a customer-centred complaints management process, ensuring timely and high-quality resolution for our customers, partners, and stakeholders. You will lead on identifying service improvements, reducing risk, and ensuring compliance with the latest regulatory requirements. You will also manage key relationships with external bodies, including the Housing Ombudsman Service, MPs, and Councillors, while collaborating with internal teams to drive consistency and improve customer satisfaction. Key Responsibilities: Lead and develop the Customer Resolutions team, ensuring the delivery of top-quartile performance and maintaining a culture of compliance, innovation, and customer-focused service. Work closely with the Assistant Director of Customer Services to deliver on the Customer Strategy, particularly in relation to complaint management and service improvements. Investigate and manage stage two complaints, working with customers and service leads to provide effective resolutions and identify actionable insights for improvement. Ensure clear and regular reporting of complaint themes and trends to the Leadership Group, Executive Board, and other stakeholders. Develop processes that facilitate service improvement initiatives and collaborate with senior leaders to implement these changes across Paradigm. Play a strategic role in shaping the future of our customer care services by applying innovative solutions and leading transformation efforts. Candidate Requirements: Essential: Degree or relevant professional qualification with significant experience in a highly regulated or social housing environment at a senior management level. Demonstrable expertise in managing complaints and complex case resolution, with a strong understanding of customer care standards in the social housing sector. Proven track record of leading teams, providing strong performance management, and fostering professional development. Ability to make data-driven decisions and lead strategic improvements that enhance the overall customer experience. Outstanding communication and negotiation skills, with experience in delivering clear and impactful reports to senior stakeholders. Strong leadership skills with the ability to inspire and motivate a team to consistently achieve targets. Desirable: Knowledge of trends and best practices in the housing sector, with the ability to adapt to changing regulatory and legislative requirements. Why Join Us? At Paradigm Housing Group, we are committed to creating a workplace that values diversity, fosters innovation, and supports our employees' development. We are proud to offer: 30 days annual leave (plus bank holidays), increasing with service. A generous pension scheme with employer contributions of up to 9.5%. Family-friendly policies, including generous parental leave, sabbaticals, and flexible working options. Health Cash Plan covering various healthcare services. 3 paid ‘Giving Back' days per year for volunteering. Further information For the full job description and person specification for the role please see the attachment at the bottom of this page. As part of our application process, we ask for a covering statement and CV so we can assess your application against our essential and desired criteria as set out in the job description and person specification. Please include in your covering statement how you meet the criteria so we can see how well you match our requirements and give your application the consideration it deserves. Thank you for your interest in Paradigm Housing Group thus far. Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. We reserve the right to close this role earlier than the published date should a suitable candidate be identified. ADZN1_UKTJ