Case Resolution Officer

Notting Hill Genesis; Greater London; Hybrid; GBP 34,000 - 52,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working opportunities

Employee assistance

Health cash plan

Staff discounts

Interest free loans

Cycle to work scheme

Life Assurance x 4 annual salary

Job summary

Notting Hill Genesis is seeking a Case Resolution Officer to manage post-decision casework, coordinate actions across teams and ensure promised outcomes are delivered to residents and stakeholders.

Hybrid working applies, with at least two days per week in the office. You will keep residents informed, track progress, and drive service improvements by learning from cases.

Qualifications

• Experience managing complaints/casework through to resolution, including complex cases.
• Awareness of political sensitivities in cases involving MPs, Councillors and high-profile stakeholders.
• Strong problem-solving skills and ability to drive issues 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 actions, remedies and commitments are delivered in a timely and effective manner.
• Manage high-risk and complex cases, coordinating actions across multiple teams.
• Keep residents informed with clear, professional, and timely updates.
• Collaborate with operational and specialist teams to remove obstacles and ensure actions are completed.
• Maintain accurate records on internal systems of actions, communications and outcomes.
• Build strong relationships with colleagues, residents and stakeholders to support resolution and service improvement.
• Identify learning from completed cases to contribute to improvements in services.

Skills

Complaint handling

Case management

Stakeholder awareness

Problem solving

Customer service

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.

Hybrid working applies, with at least two days per week in the office, depending on business need.

The ideal candidate

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.

• 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

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• 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

All about us

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.

For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/