Customer Resolutions Manager

Make a real difference to customer experience across Wheatley Group.

We’re looking for a passionate and forward‑thinking Customer Resolution Manager to lead the delivery of high‑quality complaints handling, member services and appeals across our Group. This is a key role ensuring our customers, colleagues, elected members and the Scottish Public Services Ombudsman (SPSO) receive accurate, timely and professional support — every time.

About the Role

As our Customer Resolution Manager, you will:

• lead the end-to-end management of complaints, member enquiries and housing appeals, ensuring compliance with policies, legislation and SPSO requirements;
• provide expert oversight, guidance and escalation support for complex cases;
• work closely with senior leaders, providing insightful reporting, analysis and recommendations to drive continuous improvement;
• support elected member relations, helping maintain strong partnerships and ensuring an excellent standard of customer-focused service;
• shape improvement projects across the group, ensuring customer insight drives positive change;
• contribute to policy reviews, regulatory reporting and Board-level updates; and
• lead, inspire and develop a dedicated team to deliver excellent performance and service quality.

This is a highly collaborative role, working with colleagues across the organisation and external networks to create a culture of learning, accountability and exceptional customer experience.

About you

We’re looking for someone who can balance strategic thinking with hands‑on leadership. You will bring:

• significant experience in complaints handling and/or member services within housing or a related sector;
• excellent communication and influencing skills, with confidence engaging stakeholders at all levels;
• strong analytical ability to interpret information, identify themes and recommend improvements;
• a track record of delivering service improvements and working well under pressure;
• knowledge of SPSO requirements, Scottish Housing Regulator standards and relevant legislation; and
• competence in using case management systems and Microsoft Office tools.

A qualification in project management, systems thinking or a similar quality framework is desirable — or you’ll be willing to work towards this.

What we offer

At Wheatley Group, you’ll be part of a leading housing, care and property-management organisation committed to equity, diversity and inclusion, continuous improvement and delivering outstanding customer experiences.

You’ll have the opportunity to:

• lead meaningful change that directly improves customer outcomes;
• influence strategic decisions and shape future service delivery;
• work with supportive, values-driven colleagues across the Group; and
• access learning and development to reach your full potential.

Ready to join us?

If you're passionate about improving customer experience and want to play a key role in shaping how we respond to complaints, appeals and member enquiries, we’d love to hear from you.

Apply today and help us deliver excellence for our customers and communities.

For informal enquiries, please contact Elizabeth Cuthbertson, Director of Performance and Strategy on elizabeth.cuthbertson@wheatley-group.com or 07917000079

Closing date: 13 March 2026 at 5pm

If you think you have what it takes to make this role a success, find the detailed role profile and to apply, visit Job Train.

We want all our candidates to shine. If you need any reasonable adjustments to help you feel more comfortable during the recruitment process, please contact recruitment@wheatley-group.com