Customer Resolutions Caseworker

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 team

Essential 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 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk