Service Assurance and Resolution Lead

Our Vacancy

We’re looking for a highly skilled Service Assurance & Resolution Lead to join our New Homes Customer Care (NHCC) team. In this senior role, you’ll provide audit assurance, compliance oversight and quality governance across all NHCC operations, ensuring that handover, defects management and resident experience meet the highest standards. You’ll work closely with senior stakeholders to embed monitoring frameworks, drive service improvements and ensure full compliance with regulatory requirements and the Housing Ombudsman Complaint Handling Code. You’ll also lead on complex complaint resolution, including Stage 2 investigations and Ombudsman cases, ensuring findings are implemented and translated into measurable improvements. This is a strategic role where your expertise will help shape service delivery and strengthen accountability across the organisation.

What you’ll do

As Service Assurance & Resolution Lead, you’ll design and maintain monitoring procedures to assure compliance and quality across NHCC services. You’ll audit operational processes, oversee complaint investigations, and manage Housing Ombudsman cases, ensuring timely and evidence-based responses. You’ll track recommendations, produce compliance reports, and provide independent challenge to senior leaders. You’ll also analyse complaint trends, identify systemic issues, and work collaboratively to implement service improvements. Your role will be key in ensuring NHCC delivers a consistent, high-quality experience for residents while meeting all regulatory and governance requirements. You will be required to attend the office a minimum of 2 days a week for collaboration and meetings. 

What you’ll need

• Experience in service quality, audit, compliance or complaints governance within housing or the public sector.
• Proven ability to manage complex complaints and investigations, including Housing Ombudsman cases.
• Strong understanding of regulatory frameworks and the Housing Ombudsman Complaint Handling Code is desirable but not essential. 
• Excellent communication and influencing skills, with experience engaging senior stakeholders.
• Proficiency in CRM systems and defects management platforms such as Clixifix or NEC.

• Ability to interpret complex information and data, and present it clearly, concisely, and in an accessible way to stakeholders at all levels across the business.

If this sounds like we are right for you we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.

If you have any questions about this role, please email Talent Specialist, Chloe Singleton at chloe.singleton@peabody.org.uk

Interviews will be taking place Thursday 18th December 

Colleagues who are at risk of redundancy need to state this on their application as they will be given priority consideration above other applicants.

Please note, if you are currently on legacy Aldwyck or legacy Catalyst Terms & Conditions, and are successful in your application, you will automatically be transferred to the new Peabody Terms & Conditions. Additionally, if you move to a Peabody role on a secondment basis, your Terms & Conditions will not change.