Resolution Team Leader We are seeking an experienced Resolution Team Leader to lead a high performing team, delivering fair, timely complaint resolutions and driving service improvement. Position: Resolution Team Leader Salary: £42,149 per annum London weighted or £37,573 per annum regional Location: London Stratford or Manchester Trafford with hybrid working Hours: Full time, 35 hours per week Contract: Permanent Closing Date: 24 April 2026 Interviews: 30 April 2026, face to face About the role This is a key leadership role within a customer resolutions function, focused on delivering high quality complaint handling and improving the overall resident experience. You will lead a team responsible for managing complaints with professionalism, empathy and efficiency, ensuring compliance with internal standards and regulatory expectations. Key responsibilities include: Leading, coaching and developing a high performing resolutions team Managing complex and escalated complaints to ensure fair and timely outcomes Monitoring performance against KPIs including resolution times and customer satisfaction Driving quality and consistency across all complaint responses Ensuring compliance with complaints procedures and relevant regulatory frameworks Working with stakeholders to identify root causes and reduce complaint volumes Conducting regular one to ones, quality checks and targeted training to improve performance Embedding a culture of accountability, empathy and continuous improve