Customer Resolution ( Complaints) Manager

Customer Resolutions Officer (£54,000 per annum, full-time)

Increase your chances of an interview by reading the following overview of this role before making an application.

We’re looking for a passionate and forward-thinking Customer Resolution Manager to lead the delivery of high quality complaints handling for all our customers, including member enquiries and Housing Ombudsman enquiries.

This is a key role taking learning from complaints and our customers experiences through to implementing service improvements across the business. You’ll be leading the service through a time of service improvement and cultural change. You’ll lead West Kent with a vision to improve the way we view, act on and implement meaningful change by listening to our customers voices leading meaningful change that directly improves customer outcomes.

At West Kent we’re passionate about the role a housing association can play in society and believe the valuesof an organisation are what makes it special. Our vision is to deliver places to live and space to grow for our current and future residents.

Our values guide us to how we do things from delivering on our promises, working with honesty, integrity, and flexibility, showing compassion and self-awareness, as well as a commitment to learning and equally important working hard and having fun.

• We offer a great package - generous pension and life cover, health cash plan, flexible leave package which includes an additional three days leave for our Christmas closure, paid time off to volunteer and an annual grant to support your wellbeing.
• Please see our website for more details about our benefits package.

The role will be based in our Sevenoaks office, We offer a flexible approach to hybrid working, with employees attending the office twice a week.

Advert Closing Date: 9am on 3 August 2026

Interviews: 18 and 20 August 2026