Housing Resolutions Officer

Housing Resolutions Officer needed in North London Paying £21.41 per hr ref 000B 7367 / 1

Full time hours on a temporary basis

• Key Responsibilities
  • Manage and resolve housing-related enquiries, service requests, and complaints, ensuring a positive customer experience.
  • Investigate complex cases by gathering information, reviewing records, and liaising with relevant teams to identify appropriate solutions.
  • Act as a central point of contact for customers, providing updates and managing expectations throughout the resolution process.
  • Work collaboratively with repairs, maintenance, tenancy, neighbourhood, and customer service teams to resolve issues effectively.
  • Prepare clear, accurate, and professional written responses to complaints, enquiries, and escalated cases.
  • Identify root causes of recurring issues and recommend improvements to enhance service delivery and customer satisfaction.
  • Maintain accurate records of all cases, actions, correspondence, and outcomes using relevant systems and databases.
  • Monitor case progress to ensure enquiries and complaints are resolved within agreed service standards and timescales.
  • Analyse customer feedback, case trends, and performance data to identify opportunities for continuous improvement.
  • Escalate complex or high-risk cases where appropriate and provide recommendations for resolution.
  • Support service improvement initiatives by sharing lessons learned and promoting best practice.
  • Build and maintain effective relationships with customers, colleagues, contractors, and external stakeholders.
  • Provide advice and guidance on housing services, policies, procedures, and available support options.
  • Produce reports, correspondence, and management information as required.
  • Handle sensitive and confidential information in line with data protection requirements.
  • Manage a diverse caseload, prioritising urgent matters and competing deadlines effectively.
  • Contribute to improving customer satisfaction, service performance, and operational efficiency.
  • Undertake any other duties appropriate to the level of the role.

If you are interested in the role, please email your CV to [email protected] quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

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