Feedback and Resolution Team Manager

Job description

Contract terms

Starting salary: PO5 (£52,194 – £55,323)
Work location: Alexandra House, 10 Station Road, Wood Green, London, N22 7TR
Hours per week: 36 per week
Contract type: Permanent
Closing date: Sunday, 30th August 2026 at 23:59
Expected interview date: W/c 14th September 2026

About Haringey

Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture.

Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.

About the role

As Feedback and Resolutions Team Leader, you will lead a team responsible for complaints, customer feedback, Member Enquiries, Freedom of Information requests and Ombudsman enquiries. You will ensure high-quality outcomes, drive service improvements, manage complex cases, and support the delivery of excellent services for residents.

This is an exciting time to join the service. The complaints landscape continues to evolve, with increasing complexity in cases, growing resident expectations, changes in regulatory and complaint handling requirements, and the emergence of new challenges such as AI-generated complaints and correspondence. At the same time, we are committed to improving our performance and strengthening the way we learn from feedback, complaints and Ombudsman decisions.

You’ll provide day-to-day leadership, oversight and guidance to the team, ensuring work is delivered to a high standard and within agreed timescales. Working closely with colleagues across the organisation, you’ll play a key role in improving complaint handling, embedding learning, and helping the Council deliver a better experience for residents

About the team

The Feedback and Resolutions Team is at the heart of improving the resident experience. The team works across the organisation to manage complaints, customer feedback, Member Enquiries, FOI requests and Ombudsman cases, helping services learn, improve and deliver better outcomes for residents. Through collaboration, insight and professionalism, the team supports continuous improvement and ensures compliance with the Council’s key responsibilities.

About you

You will bring:

• Experience leading or supervising a team in a complaints, customer service, feedback, governance or casework environment.
• Strong complaint handling and investigation skills, including experience managing complex and sensitive cases.
• Knowledge of Ombudsman investigations, complaint resolution processes, Member Enquiries and Freedom of Information requirements.
• The ability to manage competing priorities and support staff to deliver against challenging deadlines.
• Excellent communication and stakeholder management skills, with the confidence to work effectively with councillors, senior managers and colleagues across the organisation

Working for Haringey

At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community.  Our benefits package includes a leave entitlement of 31 days + bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.

Please note: we reserve the right to end this advert before the noted deadline if we receive sufficient applications. If you wish to apply for this role, please ensure that you do so as soon as possible.  

Additionally, we are aware that automated emails may be diverted through to junk email folders.  Please continue to check these through the application process.  If you have any questions about the status of your application, please contact ResourcingHub@haringey.gov.uk