Complaint Resolution Officer

Bridge Recruitment UK Ltd; Willenhall; On-site; GBP 29,200 - 31,000; Full time

Benefits offered by this job

Hybrid working

Immediate start

Job summary

Bridge Recruitment is seeking an experienced Customer Escalation Officer to join a well-established housing organisation. Working within a busy customer resolution team, you will manage a varied caseload of complex escalations and ensure investigations are thorough and outcomes professional.

This is an ongoing temporary role with the potential to become permanent for the right candidate. Hybrid working; office attendance one day per week (Thursdays).

Qualifications

• Experience in customer service, complaints, or escalation roles.
• Excellent written and verbal communication skills.
• Strong organisational skills with ability to prioritise.
• Experience working in a fast-paced environment.
• IT skills including CRM systems and MS Office.

Responsibilities

• Manage and resolve complex customer escalations from start to finish.
• Investigate complaints and coordinate responses with internal teams and contractors.
• Produce clear, professional written correspondence and customer responses.
• Keep customers updated throughout the resolution process.
• Maintain accurate records using CRM systems.
• Monitor complaint progress and ensure service level targets are achieved.
• Build strong working relationships with colleagues, contractors and stakeholders.
• Identify trends and contribute towards continuous service improvements.
• Support customer satisfaction by delivering a high standard of service at all times.

Skills

Customer service

Complaint resolution

Written communication

Organisational skills

Team collaboration

Tools

CRM systems

Microsoft Office

Job description

Location: Stratford, London or Trafford, Manchester (Hybrid Working)

Hours: 35 hours per week

Pay Rate:

London: £17.56 per hour

Manchester: £15.28 per hour

Bridge Recruitment is delighted to be recruiting for an experienced Customer Escalation Officer to join a well-established housing organisation. This is an ongoing temporary position with the opportunity to become permanent for the right candidate.

This is an excellent opportunity for someone with strong customer service and complaint resolution experience who enjoys solving problems, working collaboratively and making a genuine difference to customers.

The Role

Working within a busy customer resolution team, you will manage a varied caseload of complex customer escalations, ensuring issues are investigated thoroughly and resolved professionally.

You’ll act as the main point of contact for customers throughout the process, liaising with internal departments and contractors to deliver excellent service and positive outcomes.

Key Responsibilities

• Manage and resolve complex customer escalations from start to finish.
• Investigate complaints and coordinate responses with internal teams and contractors.
• Produce clear, professional written correspondence and customer responses.
• Keep customers updated throughout the resolution process.
• Maintain accurate records using CRM systems.
• Monitor complaint progress and ensure service level targets are achieved.
• Build strong working relationships with colleagues, contractors and stakeholders.
• Identify trends and contribute towards continuous service improvements.
• Support customer satisfaction by delivering a high standard of service at all times.

What We're Looking For

• Previous experience within a customer service, complaints, customer resolutions or escalations role.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to prioritise a busy workload.
• Experience working in a fast-paced environment.
• Good IT skills, including Microsoft Office and CRM systems.
• Ability to work collaboratively across multiple teams.
• Housing sector experience would be advantageous but is not essential.

What's on Offer

• Ongoing temporary assignment with the opportunity to secure a permanent position.
• Hybrid working (office attendance required one day per week - Thursdays).
• Supportive and collaborative team environment.
• Opportunity to make a real difference to customers.
• Immediate start available.