Customer Resolution Officer (Housing)

TL;DR

Customer Resolution Officer (Housing): Resolving resident concerns and complaints within the affordable housing sector with an accent on complex caseload management and dispute resolution. Focus on investigating complaints, implementing service improvements, and ensuring compliance with Consumer Duty requirements.

Location: Hybrid (London)

Company

Leading UK financial services group and global investor providing retirement, protection solutions, and affordable housing.

What you will do

• Act as the primary point of contact for residents raising concerns or complaints.
• Investigate complex complaints thoroughly by gathering evidence and analyzing information.
• Manage a varied caseload of escalated issues, communicating outcomes clearly to customers and stakeholders.
• Develop and implement action plans to address service failures and improve service delivery.
• Collaborate with internal teams to enhance policies, processes, and the overall customer experience.
• Ensure strict compliance with relevant regulations, policies, and Consumer Duty requirements.

Requirements

• Experience in complaint handling, dispute resolution, or similar customer service roles.
• Previous experience in housing management.
• Strong communication and negotiation skills for handling sensitive situations professionally.
• Proficiency in Microsoft Office and case management systems.
• Must be able to work in a hybrid capacity in London.

Nice to have

• Knowledge of the Housing Ombudsman code.

Culture & Benefits

• Performance-related annual bonus plan and share schemes.
• Generous pension contributions and life assurance.
• Healthcare plan (available for permanent employees).
• Minimum of 25 days holiday plus public holidays, with options to buy/sell leave.
• Competitive family leave and electric car salary sacrifice scheme (permanent employees).
• Corporate discounts at high street stores and online.