Case Resolution Officer

NOTTING HILL; Greater London; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working opportunities

Generous pension scheme

Life Assurance x4 annual salary

Cycle to work scheme

Employee assistance

Job summary

Notting Hill Genesis in London is seeking a Case Resolution Officer to manage post-decision casework, coordinate actions across teams and ensure residents receive the outcomes promised. You will keep residents informed with clear updates and drive cases to resolution with attention to learning for service improvement.

We value strong communication, problem-solving and stakeholder engagement, and offer flexible working and a generous pension scheme as part of our commitment to great service.

Qualifications

• Experience managing complaints, casework or similar processes through to resolution.
• Awareness of political sensitivities when handling cases involving MPs, Councillors and other high-profile stakeholders.
• Strong problem-solving skills and the ability to drive issues through to resolution.
• Proven track record of delivering excellent customer service.
• Excellent written, verbal and interpersonal communication skills.

Responsibilities

• Take ownership of post-decision cases, ensuring agreed actions, remedies and commitments are delivered in a timely and effective manner.
• Manage high-risk and complex cases following a complaint or enquiry outcome, coordinating actions across multiple teams.
• Keep residents informed throughout the resolution process, providing clear, professional and timely updates.
• Work collaboratively with operational and specialist teams to remove obstacles and ensure agreed actions are completed.
• Maintain accurate records on internal systems, ensuring all actions, communications and outcomes are documented appropriately.
• Build strong relationships with colleagues, residents and other stakeholders to support effective case resolution and service improvement.
• Help identify learning from completed cases, contributing to improvements in services and the overall customer experience.

Skills

Customer service

Problem solving

Written & verbal communication

Stakeholder management

Job description

As a Case Resolution Officer, you'll play a key role in making sure that once a decision has been made on a complaint or enquiry, the agreed actions are delivered and the issue is genuinely resolved. Working within our Customer Experience team, you'll help ensure commitments made to residents and stakeholders are followed through, relationships are rebuilt, and learning is embedded across the organisation. The Case Resolution Officer role focuses on managing post-decision casework, coordinating actions across teams and tracking progress through to completion. You'll work closely with colleagues across NHG to remove barriers, maintain momentum and ensure residents receive the outcomes they have been promised. How you’ll do it

• Take ownership of post-decision cases, ensuring agreed actions, remedies and commitments are delivered in a timely and effective manner.
• Manage high-risk and complex cases following a complaint or enquiry outcome, coordinating actions across multiple teams.
• Keep residents informed throughout the resolution process, providing clear, professional and timely updates.
• Work collaboratively with operational and specialist teams to remove obstacles and ensure agreed actions are completed.
• Maintain accurate records on internal systems, ensuring all actions, communications and outcomes are documented appropriately.
• Build strong relationships with colleagues, residents and other stakeholders to support effective case resolution and service improvement.
• Help identify learning from completed cases, contributing to improvements in services and the overall customer experience.

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential

• Experience managing complaints, casework or similar processes through to resolution, including more complex cases.
• Awareness of political sensitivities when handling cases involving MPs, Councillors and other high-profile stakeholders.
• Strong problem-solving skills and the ability to drive issues through to resolution.
• Proven track record of delivering excellent customer service.
• Excellent written, verbal and interpersonal communication skills

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.

Benefits & Perks

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary