Job Application Form

Service Resolution Manager, £40,757.00

Employment Type

Full Time, Fixed Term

Application Start Date

03-07-2026

Application End Date

19-07-2026

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. 

At Newlon we want to deliver great services. Sometimes things go wrong, and we want to provide a quick, reliable and transparent complaint resolution service. We are looking for an experienced Service Resolution Manager or Complaint Handler who is tenacious and likes to find resolutions for our residents to help us meet our goals.

With a background in service delivery and proven experience and success in a problem solving, you will be customer focused and be committed to resolving issues effectively and to a very high standard of customer satisfaction.

Confident when working with a range of IT systems and specialist packages, you will be an excellent communicator who is able to work collaboratively with a wide range of people providing a supportive and empathic service to our customers. You will also be skilled in interpreting statistical information to ensure budgets are maintained and deadlines are achieved.

In return, you can expect 27 days holiday (prorated), 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.

 

Closing date: Sunday 19 July 2026

Online assessments will be held between Tuesday 21 and Thursday 23 July 2026

Interviews will be held in person at our offices in Hale Village on Thursday 30 July 2026

 

Newlon Housing Trust offer a range of benefits, including:

  • 27 days holiday (pro rata from your start date)
  • 8% Non-contributory pension scheme with Scottish Widows
  • Hybrid working dependent if suitable for the role
  • Death in Service (x4 annual salary)
  • Opportunity to earn up to 5% performance related bonus
  • £200 fitness & well being cash-back
  • Health and Wellbeing cash-back Plan, including EAP, discounted gym memberships, cash-back on a range of services/purchases such as glasses, osteopath appointments, dental and so forth
  • Season ticket loan
  • Funding for up to three professional memberships (relevant to the role)
  • Tech and Cycle Scheme
Downloads
Service Resolution Manager person specification.pdf Summary terms and conditions.pdf Service Resolution Manager job description.pdf

Personal Information

Professional Information

Supporting statement

In your supporting statement, please include the reasons you are applying for the role, and how you meet the role requirements as set out in the person specification and job description.

Application Questions

Right To Work

Newlon Housing Trust do not sponsor visas.

Declaration of any Interests

As a publicly-funded organisation Newlon has very high standards of probity. We need to be able to take steps to prevent any conflicts of interest that might arise in the course of this recruitment process. We therefore ask you to declare any interests that you know you have in relation to Newlon. For example, are you a Newlon resident or are you closely connected to a Newlon resident? Are you closely connected to a Newlon employee or Board member? Do you have a financial or managerial involvement in any organisation that Newlon does business with?
Please indicate below whether you have any interests to declare:

Equality, Diversity & Inclusion Monitoring

We are committed to recruiting people that reflect the diverse communities we serve. To do this we need your help by completing the information requested. The information you provide will help support us ensure that our recruitment processes are fair to all and allow us to attract diverse and talented candidates. You can select "prefer not to say" if you would rather not answer any question.

The information you provide will:
not be used as part of the selection process;
not be seen by the interview panel;
only be used by Newlon for statistical purposes. No information will be published which allows any individual to be identified.


Age

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Equality, Diversity, and Inclusion

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Other Attachment

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Privacy Declaration

By submitting this application, you agree that Newlon Housing Trust may collect and use your personal information to process your application and meet legal requirements. Your data will be stored securely, accessed only by authorised staff, and kept only as long as necessary. We do not share your information with third parties except where required by law or essential to the recruitment process. You may request access, correction, or deletion of your data at any time by contacting dataprotection@newlon.org.uk. I declare that the information provided in this application form is to the best of my knowledge correct and if I am appointed will form part of my contract of employment. I understand that any false information could lead to disciplinary action, which may result in dismissal. I also understand that any appointment will be subject to satisfactory references, completion of medical questionnaire, and if appropriate, confirmation of statutory qualifications and a DBS check.