Customer Resolution Lead – Shape Fair, Timely Complaints

Torus is seeking a Customer Resolution Team Leader to oversee our Complaint Handling Service within the Customer Resolution and Tenant Involvement team. You will lead the Customer Resolution Officers and drive impartial, evidence-based investigations to deliver fair, timely outcomes across Stage 1 and 2 complaints.

The role focuses on performance, quality, and learning from feedback, with responsibilities including reporting, stakeholder engagement, and contributing to the Complaints Strategy.

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