Housing Complaints & Service Improvement Manager

Organisation: London Borough of Waltham Forest

Salary: PO8 £59,511 - £62,766

Contract Type: Full-time/ Permanent

Working hours per week: 36

Application Deadline: 02/10/2026

Proposed Interview Date(s): w/c 12/10/2026

Reference: 2326

About Us:

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.

London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.

The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email [email protected] so we can arrange an alternative application method.

About the role:

This role will lead and develop an exceptional complaints and enquiries service, prioritising customer experience and ensuring compliance with the Housing Ombudsman’s Code.

It will also lead on the design and implemention of a continuous service improvement framework, using all sources of resident insight data and sector good practice to deliver a programme of insight driven improvements, ensuring operational services are compliant with regulatory requirements. The post-holder will implement mechanisms to identify systemic issues and emerging trends, identifying root causes of issues and working with service leaders to apply learning and implementing service improvements, improving the service from the customer perspective.

Ultimately this should aim to build a strong ‘resident first’ culture, ensuring that residents are supported when making complaints and positive resolutions are reached.

>> Click here to download the Role Profile