Customer Liaison Manager

Overview

In this role you lead the Housing Repairs Complaints Service, ensuring high-quality handling of Stage 1 complaints, FOI requests, DSARs and Ombudsman cases. You will provide governance, performance oversight and service improvement across Housing and Repairs, working with legal, information governance and external partners to ensure compliance and excellent customer service. You will translate resident feedback into action, supporting fair and transparent outcomes. This is a people-focused leadership role in a dynamic council environment with a strong emphasis on accountability and continuous improvement.

Pay / Benefits

• leave entitlement up to 31 days + bank holidays
• hybrid working opportunities
• health and wellbeing support
• local government pension scheme
• discount schemes across leisure and culture

Responsibilities

• Lead and manage the Housing Repairs Complaints Service and associated processes (Stage 1 complaints, Member Enquiries, FOI, DSARs, Ombudsman investigations).
• Provide governance, performance monitoring, and service improvement activities across Housing and Repairs services.
• Collaborate with operational teams, legal services, information governance, and external stakeholders to ensure statutory compliance and high-quality outcomes.
• Promote excellent customer service and use resident feedback to drive continuous improvement.
• Oversee investigations, determinations, and compliance activities with the Housing Ombudsman Code.

Key requirements

• Significant experience managing complaints services within housing, local government or other regulated customer service environments.
• Detailed knowledge of the Housing Ombudsman Complaint Handling Code and experience with Ombudsman investigations and compliance.
• Strong understanding of Freedom of Information legislation, UK GDPR and DSAR processes.
• Experience managing Member Enquiries and complex customer correspondence.
• Proven ability to lead, motivate and develop high-performing teams.
• Experience analysing performance data and producing management reports for decision-making.
• Excellent written communication, investigation and report-writing skills.
• Strong relationship-building and stakeholder management skills across service areas.
• Ability to manage competing priorities and meet statutory deadlines in a fast-paced environment.
• Experience in social housing, repairs or property services is advantageous.

• Stakeholder management
• Communication
• Leadership and people development
• Housing Ombudsman Code knowledge
• FOI and DSAR processes
• UK GDPR familiarity

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