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.
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