Job Title: Customer Resolutions Officer
Work Location: - London, SE1 (hybrid working)
Contract Type: Fixed Term 6 months
Weekly Hours: 35 Hours per week - Monday to Friday
Salary: £35,360 per annum, pro rata
Are you passionate about delivering high-quality customer service and ensuring complaints are resolved effectively? Our client is looking for an experienced Customer Resolutions Officer to make a meaningful impact on our service delivery. Ensuring that the customers journey is responsive, professional and provides satisfaction.
Key responsibilities
Manage end-to-end complaints process
Provide guidance and support in complaints handling
Coordinate effective management of complaints and Members' Enquiries
Ensure timely and accurate responses according to the Housing Ombudsman Handling Code
Analyse data to identify service gaps and recommend improvements
Provide training and assist in annual self-assessments for compliance
Communicate proactively with customers to resolve issues
Conduct regular quality assurance on responses and systems
Promote and support management information systems for performance analysis
Collaborate with colleagues to maintain high service standards and inspire the teamEssential Criteria
Experience of working in a complaints ideally within social housing
Understanding of high-quality customer service drivers
Attention to detail and ability to present practical insights
Effective business writing skills for succinct report creation
Analytical skills to identify root causes of issues
Strong relationship-building skills with colleagues at all levels
Proficient in Microsoft Office packages
Excellent presentation, listening, and communication skills
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to