Service Improvement Manager
Horsham, England

Job reference: CSX-19336

Location: Horsham, England

Closing date: 03/02/2022

Salary: Circa £45,000 per annum, depending on skills and experience

Employment type: Permanent

Department: Customer Services

Hours per week: 35

Duration: Permanent

It is an exciting time for the Customer Service directorate, and we are in the process of revolutionising the way we work to ensure that we continue to thrive and achieve our social objectives. We are also changing the way we respond, resolve, and learn from complaints and feedback.

What you’ll be doing

The new role of the Service Improvement Manager is to manage the effectiveness of the Groups Complaints handling process, ensuring high quality resolution within reasonable time frames, whilst driving learning and improvements from insights and research.

You will lead a busy team of Service Improvement Business Partners who will play a critical role of ensuring that Service Owners across the business remain compliant with the Housing Ombudsman Complaint Handling Code and work with key stakeholders to learn from dissatisfaction and feedback.

The Service Improvement Manager will provide expert guidance on complaint handling and resolution whilst working with colleagues around the business to develop a learning from complaints culture. This is a busy and demanding role but also one that presents a real opportunity to put your stamp on how we work and improve our services.

This is a full time, permanent role working 35 hours per week Monday to Friday and will be based in our vibrant, modern office in the heart of Horsham, easily accessible via various means of transport and close to various shops and restaurants. 

Who we’re looking for

The ideal candidate will be experienced in service improvement and will provide strong, capable leadership to the team along with excellent stakeholder management. You’ll be a people person who thrives working in a high pressure, high volume area and is ready to hit the ground running.

In addition to this, you’ll also be:

  • A pragmatic and solution focused manager who finds win win outcomes for customers and colleagues.
  • Comfortable working on big picture strategic plans but retains a brilliant eye for detail and all of the smaller yet critical elements that keep a complaints service ticking over.
  • Highly organised, accountable, works autonomously and proactively makes things happen.
  • Brilliant at developing relationships with colleagues across the business and using your influencing skills to get things done.
  • A role model for customer services and inspire other colleagues along the way.

A background in Housing or working directly with an Ombudsman is highly advantageous but we welcome applications from all backgrounds.​​​​​​​

What we’ll offer you

  • A competitive salary of circa £45,000 per annum, depending on experience
  • 23 days holidays plus public holidays,
  • The ability to carry over annual leave and buy extra!
  • Flexible working and a great work-life balance
  • A generous pension scheme
  • Access to various discount cards & cash claim-back on medical treatments
  • Employee referral scheme
  • Travel to work loan
  • Discounted rates on a cycle scheme, personal medical plans, life assurance, give as you earn, critical illness and travel insurance plus much more!


As a Disability Confident employer with disabled-friendly offices and remote working opportunities, we actively encourage everyone to come and work for us, regardless of any form of disability. As such, we’ll happily make any reasonable adjustments throughout the recruitment process to help you, should you need it. If you need additional support with your application due a disability, please contact us at and we’ll be happy to help.

There’s never been a better time to join Southern Housing Group. Our customers come from all walks of life, and so do our colleagues. We actively encourage applications from people of any background who can bring an array of experience, skills and culture to our business, making us stronger and united. We celebrate our diversity and offer a safe environment where you can feel comfortable to truly be yourself. We’re proud to be part of various networks including BAME, The Women’s Network, PRISM – we’re also a Stonewall Diversity Champion, allowing those from within the LGBTQA+ community to feel empowered to express themselves freely without prejudice.

Please be aware that due to the nature and sensitivity of some of our roles we are not always able to consider applications from Southern Housing Group residents.

Please note that colleagues who are at risk of redundancy due to the current business reviews will be given priority consideration for this role.  Applications from colleagues who are not at risk will be considered if there are no expressions of interest from ‘at risk’ colleagues.


The closing date for this job has now passed.