Customer Resolution Agent

Nottingham Community Housing Association

Nottingham

Hybrid

GBP 28,000 - 32,000

Full time

2 days ago

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Benefits offered by this job

Wellbeing plan

NCHA pension

Free DBS checks

£250 referral bonus

Generous annual leave

Free healthcare

Cash plan

Company events

Enhanced leave and pay

Free training and development

Cycle to work

Job summary

Nottingham Community Housing Association is seeking a Customer Resolution Agent to lead on high-quality complaints handling, investigating issues, coordinating with colleagues and stakeholders, and delivering timely, fair outcomes for customers.

You will manage a varied caseload, gather information, monitor commitments, and help prevent recurring issues through lessons learned. A calm and impartial approach is essential, with strong communication and organisational skills.

Qualifications

Experience in a frontline customer service role, ideally within a contact centre or customer-focused environment.
Experience investigating complaints or resolving complex customer issues.
Excellent attention to detail and record-keeping skills.

Responsibilities

Investigate customer complaints and work towards resolution at the earliest opportunity.
Analyse information and evidence to understand the root cause of issues.
Produce clear, professional written and verbal communications.
Work closely with colleagues and external stakeholders to gather information and progress investigations.
Monitor actions and commitments to ensure they are completed within agreed timescales.
Manage competing priorities while maintaining excellent service standards.
Processing compensation in line with organisational policies and financial regulations.
Identifying service improvements and recording lessons learned to reduce repeat complaints.
Maintaining accurate records and updating relevant systems.

Skills

Frontline customer service

Investigating complaints

Attention to detail

Numeracy

Literacy skills

Job description

Salary: £27,893 - £31,934 per annum

Location: Nottingham

Hours: 35

Closing Date: 11/10/2026 23:59

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in 18 days at 23:59 BST.

The Vacancy

Are you passionate about delivering outstanding customer service and resolving issues that make a real difference to people's lives? Do you enjoy investigating complex situations, working collaboratively with colleagues, and finding fair and practical solutions?

If so, we'd love to hear from you.

As a Customer Resolution Agent, you will play a vital role in ensuring our customers receive a high-quality complaints service. You'll investigate complaints thoroughly, identify root causes, coordinate with colleagues and stakeholders, and ensure customers receive timely, fair and well‑reasoned responses.

You will be responsible for managing a varied caseload, gathering and analysing information, monitoring commitments made to customers, and helping to prevent recurring issues by identifying lessons learned.

This is a great opportunity for someone who enjoys problem‑solving, building relationships and advocating for the customer whilst maintaining a balanced and impartial approach.

What You’ll Be Doing

Investigating customer complaints and working towards resolution at the earliest opportunity.
Analysing information and evidence to understand the root cause of issues.
Producing clear, professional written and verbal communications.
Working closely with colleagues and external stakeholders to gather information and progress investigations.
Monitoring actions and commitments to ensure they are completed within agreed timescales.
Managing competing priorities while maintaining excellent service standards.
Processing compensation in line with organisational policies and financial regulations.
Identifying service improvements and recording lessons learned to reduce repeat complaints.
Maintaining accurate records and updating relevant systems.

About You

We are looking for a customer-focused individual who is passionate about delivering excellent service and achieving positive outcomes for customers. You will be naturally curious and enjoy investigating issues, analysing information and identifying practical solutions to resolve complaints fairly and effectively.

The successful candidate will be an excellent communicator who can build positive relationships with customers, colleagues and external partners. You will be confident working with people at all levels, gathering information from a range of sources and influencing others to support timely and high-quality complaint resolution.

You will be highly organised, able to manage a varied workload and prioritise competing demands whilst maintaining attention to detail and meeting service standards. A calm, diplomatic and impartial approach is essential, particularly when dealing with sensitive situations or vulnerable customers.

Most importantly, you will be committed to advocating for the voice of the customer, learning from feedback and helping us continuously improve the services we provide. You will share our values, embrace change and be motivated by making a positive difference to the lives of our customers every day.

Essential Experience

An existing knowledge of social housing and/or care and support is desirable but not essential for the role. We need the right skills and experience to ensure the needs of our customers are met. We would love to hear from you if you have the below qualities and experience:

Experience in a frontline customer service role, ideally within a contact centre or customer-focused environment.
Experience investigating complaints or resolving complex customer issues.
Excellent attention to detail and record-keeping skills.
Strong numeracy and literacy skills.
Ability to manage a varied workload and meet deadlines.

Working Pattern

This is a full-time position of 35 hours covering Monday to Friday between 8am and 5pm. We support our colleagues to work from our office and from home when appropriate.

Why Join Us?

It’s great being able to help our customers and find resolutions. We are a supportive team with an uplifting environment.

This is an opportunity to join a team that genuinely values customer feedback and works together to improve services. You’ll be supported in your development, encouraged to share ideas, and empowered to make a positive difference for customers every day.

If you’re passionate about customer experience, enjoy investigating issues and take pride in finding solutions, we’d love to hear from you.

NCHA strives to be a welcoming and inclusive employer as such we particularly welcome applicants from ethnic minority communities, LGBTQ+ communities, candidates with disabilities, as they are currently under-represented within our workforce.

The Company

We’re Nottingham Community Housing Association, known to many as NCHA. We’ve been around since 1973, and we’re really proud of that. We’re more than just a housing association: we deliver care and support to people all over the East Midlands. Read our story to find out more about us.

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