Housing first coach jobs in Manchester

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 improvement

About you

You will bring strong leadership experience within a customer service or complaints environment, along with the ability to manage sensitive situations with confidence and professionalism.

You will have:

• Proven experience leading or supervising a team in a customer service or complaints setting
• Experience handling complex and sensitive customer issues
• Strong communication skills with the ability to influence and provide constructive feedback
• A track record of coaching and developing team members
• The ability to drive performance and maintain high service standards
• Confidence using Microsoft Office including Excel and working with data
• Knowledge of complaints handling frameworks or regulatory standards such as the Housing Ombudsman Code is desirable

About the organisation

This organisation is one of the UK’s leading housing providers, supporting hundreds of thousands of residents across multiple regions. With a strong focus on quality, inclusion and sustainability, they are committed to delivering excellent services and creating positive outcomes for the communities they serve.

They offer a supportive and inclusive working environment alongside a comprehensive benefits package, including a generous pension contribution, annual leave entitlement, wellbeing support and opportunities for professional development.

Other roles you may have experience of could include:
Customer Relations Manager, Complaints Manager, Customer Experience Manager, Service Delivery Manager, Housing Customer Services Manager, Casework Manager, Customer Operations Team Leader

Please note this role is advertised by the recruitment agency acting for the client – Not For Profit People.

Location: Any of The King's Trust offices - (Flexible working - minimum of 2 days in the office per week)

Interviews: 6th & 7th May 2026 via Teams

Our Fundraising and Marketing team are looking for an exceptional fundraising leader to drive high value fundraising performance and thrive in a collaborative working environment across multiple functions to drive improvements, change and ultimately, income growth.

The role will work with senior leaders and fundraising teams on bringing our strategy to life and developing transformational opportunities that push us towards our vision for ending youth unemployment.

You will bring a strong understanding of the funding market, sector trends and have good understanding of a variety of high value income streams, enabling you to shape a compelling, impact-led portfolio of funding propositions and a sector-leading stewardship programme.

Leading a high performing team of specialists in Propositions, Proposals and Stewardship, you will coach your team to partner with fundraising colleagues across the UK, empowering them to deliver proactive projects, whilst being responsive to prospect and supporters’ requirements. 

If you enjoy working in a dynamic, ambitious fundraising and marketing environment, which blends strategic thinking and operational excellence, are motivated by solving complex problems, winning in funding markets and having a passion for enabling young people achieve their potential, this could be the role for you!

What happens next?  

Please submit a CV, and Cover Letter that includes your experience, transferrable skills and motivation to work for The King's Trust! The Team will be in touch about the next steps shortly after the closing date. 

Why do we need a Senior Head of Propositions & Stewardships? 

Last year, we helped more than 40,000 Young People, with three in four young people on our programmes moving into a positive outcome in work, education or training. The young people we help face a range of challenges, such as unemployment, mental health issues or some who have been in trouble with the law. We believe all young people should have the chance to succeed, and that young people are the key to a positive and prosperous future for all of us. We want to continue having a positive impact on young people’s lives and we couldn’t do this without the important work of Senior Head of Propositions & Stewardships! 

Perks for working at The Trust! 

• Great holiday package! 30 days annual leave entitlement, plus bank holidays. Office closure on the days between Christmas and New Year 
• Flexible working! Where operationally possible, our roles require a combination of office days and working from home (please speak to the hiring manager about this particular role)
• You can volunteer for and/or attend events – The King's Trust Awards, Pride, active events etc. 
• In-house learning platform! Develop your skills for your career and your role 
• Benefits platform! Everything from health and financial well-being support to discounts on your favourite restaurants, shops and cinemas. 
• Personal development opportunities through our Networks – KT CAN (Cultural Awareness Network), KT GEN (Gender Equality Network), KT DAWN (Disability & Wellbeing Network), and PULSE (LGBTQIA+ Network). 
• Fantastic Family leave! Receive 13 weeks of full pay and 13 weeks of half pay for maternity and adoption leave. Receive 8 weeks of full pay for paternity leave. 
• Interest-free season ticket loans 
• The Trust will contribute 5% of your salary to the Trust Pension Scheme 
• Generous life assurance cover (4 x annual salary) 

JOB DESCRIPTION

The Role

This is a pivotal position designed to transform our capacity to provide professional social and emotional support through mentoring. Funded by the National Lottery, you will manage the daily operations of the project's youth programmes - encouraging participants to get involved in the core activities, including boxing training, mentoring, and personal development - while working with local partners to reach out to those facing the toughest barriers, such as poverty and social exclusion.

Key Responsibilities Include:

• Programme Management: Oversee the delivery of high-quality sessions that combine sport with a positive development ethos.
• Mentoring: Establish and maintain over 50 formal mentoring relationships to provide personalised guidance and trust.
• Outreach & Partnerships: Build formal links with local schools, social services, and community groups to maximise our impact.
• Growth: Lead the expansion of our offer to reach over 1,400 young people by Year 2.

Monitoring & Evaluation: Implement systems to track engagement and produce insightful reports for stakeholders and funders.

Hours Per Week: 30

Role Type/Cause: Advice and Information, Advocacy, Practitioner, Volunteer co-ordinator/management, Youth Work / Children

Benefits:

• Salary: £28,000 per annum (£35,000 FTE pro rata).
• Hours: 4 days per week (30 hours), including some evening and weekend work.
• Contract: Permanent (2-year funding secured).
• Location: Hybrid; based at Victoria House (Oldham) with community outreach.
• Perks: 24 days annual leave (plus bank holidays), an extra day off for your birthday, service-based leave increases, and a contributory pension.

Growth: Access to professional development, training, and qualifications

Flexible Working: Hybrid Working - requirement to attend sessions / workshops and key meetings in person

This position can not be job-shared

This position is not suitable as a secondment opportunity

We are looking for a committed and proactive Safeguarding, Complaints and Assurance Officer to play a vital role in strengthening our organisational governance and ensuring the safety, wellbeing, and satisfaction of the people we support.

This is an exciting opportunity to join our charity at a pivotal time and help shape best practice, champion learning, and support continuous improvement across safeguarding, complaints management, and organisational assurance.

About the Role

As our Safeguarding, Complaints and Assurance Officer, you will:

Safeguarding

• Act as the central point of contact for all safeguarding concerns
• Coordinate referrals, maintaining accurate and compliant records
• Support staff in recognising and reporting concerns
• Liaise with statutory agencies such as local authorities and police
• Monitor trends and escalate risks appropriately

Complaints Management

• Lead and oversee the end‑to‑end complaints process
• Ensure fair, consistent, and timely resolution
• Conduct or support investigations
• Maintain clear, auditable complaint records
• Communicate professionally and transparently with complainants

Assurance, Risk & Continuous Improvement

• Provide assurance that risks are identified, recorded, and managed
• Produce regular reports for senior leaders and trustees
• Support internal audits and external inspections
• Analyse data to identify themes and embed organisational learning
• Contribute to policy development and staff training

About You

We’re looking for someone who is:

• Highly professional, organised and confidential in their approach
• Able to work independently and make sound judgements
• Compassionate, proactive and committed to our charity’s values
• Confident in communicating with a wide range of stakeholders
• Skilled in analysing information and producing clear reports

Essential experience:

• Managing safeguarding concerns in a charity, public, or regulated setting
• Handling and investigating complaints
• Strong knowledge of safeguarding legislation
• Experience with risk management and assurance processes

Desirable experience:

• Working within the charity or voluntary sector
• Supporting audits or regulatory inspections
• Training or qualifications in safeguarding, social care, law, or investigations

About Life:

Life is a national pregnancy support charity that helps over 60,000 people a year. Through our services, we help people – whoever they are – to meet pregnancy or pregnancy loss with courage and dignity so they can flourish.

Our services include

• Supported housing and community support
• Counselling and skilled listening
• Free pregnancy tests and baby supplies

Our values

All our work is underpinned by the following universal human values:

• Humanity – All people are special and equal
• Solidarity – We’re with you and for you
• Community – We’re better together
• Charity – Doing good for one another
• Common good – Building a better world

Information about the role:

For further information, please see the attached job description.

Please note, driving licence and own vehicle are required.

Salary: £30,000 per annum

Hours: 30 hours per week, Monday – Friday

Location: Home based but there is a requirement to be based in The Midlands

Benefits

At Life we are passionate about providing our employees with a supportive and engaging environment. As well as ongoing development and training, we offer our:

• Generous holiday allowance, starting at 25 days per year, plus 8 Bank Holidays (pro rata for part time hours)
• Birthday Leave (applicable after 1 years service)
• Extra annual leave for long term service
• Company Pension Scheme
• Signed member of the Menopause Workplace Pledge

Safeguarding and Equality

Life is committed to protecting all staff, volunteers and service users from harm of any kind. Life expects all staff and volunteers to share this commitment through our code of conduct.

We are committed to ensuring diversity and equality within our organisation by encouraging applications from all backgrounds.

All offers of employment will be subject to satisfactory references and appropriate screening checks. Life takes its obligation to protect the rights of children and vulnerable people very seriously; therefore, the successful candidate for this post will be also subject to extensive background checking, including an enhanced Disclosure and Barring Service check (DBS) which is paid for by the Charity.