Complaints Standards and Quality Manager – fixed-term contract until March 2027
Description
Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London.
We have an opportunity for an experienced Complaints Standards and Quality Manager to join our Service Resolution Team and lead a high-quality, resident-centred complaints service that delivers thorough timely investigations and fair, prompt results. You will ensure that complaints are resolved swiftly and with empathy and clarity, that learning from cases drives meaningful service improvement and a reduction in repeat issues, and that resident trust and confidence in Newlon is strengthened as a result.
With experience of working at management level within a complaints and resolutions team, ideally within a Housing Association or Local Authority, you will have first class communication and customer service skills, demonstrable empathy with the needs of residents and a genuine commitment to resolving issues in a timely manner. You will also have a clear understanding of housing-related issues and the Housing Ombudsman requirements, along with a track record of delivering results, challenging poor performance across the organisation and coaching staff to ensure customer service standards are met.
In return, you can expect 27 days holiday, a non-contributory pension, excellent benefits and a flexi scheme. You’ll also be working out of purpose-built offices that form part of the award-winning Hale Village regeneration project, and are situated just two minutes’ walk from the major transport interchange at Tottenham Hale.
Applicants must be eligible to work in the UK.
To apply, please email your CV and supporting statement to recruit@newlon.org.uk
Closing date: 23:59 on Sunday 17 May 2026
Interviews will be held in person at our offices in Hale Village on Wednesday 3 June 2026
Equality and Diversity Monitoring form (optional)
Due to the high volume of interest that we receive, please note that we will only be able to contact candidates selected to go onto the next stage. If you do not hear from us a week after the deadline date has passed, unfortunately your application has not been successful. We appreciate the time and commitment that goes into applying for a role, and hope this will not discourage you from applying.
Salary: £61,102 per annum plus opportunity to earn performance related bonus
Hours: 35 hours per week
Contract: Full-time, fixed-term contract until March 2027
Location: Hale Village, London N17
Closing Date: 17/05/2026 11:59 PM