Customer Resolution Officer

Pay: £22.07 PAYE / £28.78 Umbrella Contract: Temporary (1 October to 1 April) Location: London, Barbican Estate Officer EC2Y Working Pattern: Hybrid

The Role

We are looking for an experienced Customer Resolution Officer to investigate and resolve complaints within a Repairs & Maintenance service. You'll manage complaints from start to finish, work closely with residents, contractors and internal teams, and help drive service improvements through customer feedback and complaint analysis.

Key Responsibilities

• Investigate Stage 1 complaints relating to repairs, maintenance and service delivery.
• Engage with residents to understand concerns and provide updates.
• Gather and review evidence including repair records, inspections and contractor information.
• Produce clear, professional and empathetic complaint responses.
• Recommend remedies, compensation and service improvements where appropriate.
• Track actions and ensure agreed outcomes are completed.
• Support Housing Ombudsman enquiries, FOI requests and Member enquiries.
• Monitor complaint trends and identify opportunities to improve services.
• Work with contractors and operational teams to resolve issues and improve performance.

About You

Essential:

• Experience handling complaints within housing, repairs, maintenance or property services.
• Strong investigation and case management skills.
• Excellent written and verbal communication skills.
• Ability to analyse information and identify root causes.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to manage multiple priorities and meet deadlines.

Desirable:

• Experience using CRM or case management systems.
• Knowledge of housing legislation and FOI processes.
• Experience supporting Housing Ombudsman investigations.
• Experience producing reports and performance data.

To apply for this Customer Resolution Officer position, please submit your CV detailing your relevant experience.