Customer Resolution Officer

The Oyster Partnership; Dartford; On-site; GBP 18,000 - 24,000; Part time

Job summary

The Oyster Partnership is seeking a Customer Resolution Officer to join our Housing and Property Services team on an initial three-month fixed-term contract. This office-based role in Kent supports residents by handling enquiries, coordinating repairs, and maintaining accurate records.

You will work part-time, three days a week (Wednesday to Friday), liaising with residents, contractors and internal teams to deliver excellent customer outcomes.

Qualifications

• Experience in customer service, housing, repairs, maintenance, or administration.
• Excellent written and verbal communication skills.
• Strong organisation and multitasking abilities.
• Proficient with CRM and Microsoft Office, including Excel.

Responsibilities

• Manage and update customer and property records using CRM systems.
• Raise and track repair requests and works orders.
• Contact residents to arrange inspections and repairs.
• Liaise with contractors to monitor progress and completion.
• Review job statuses and update records.
• Support damp and mould case management with accurate trackers.
• Assist with complex housing and maintenance cases.
• Keep residents informed throughout their repair journey.
• Conduct customer satisfaction surveys and gather feedback.
• Provide administrative support to housing, repairs, and property services.
• Collaborate with colleagues to maintain service standards.
• Ensure KPI reporting data is accurate.

Skills

Customer service

Organisational skills

Communication skills

Data handling

Problem solving

Tools

CRM systems

Excel

Job description

Customer Resolution Officer

Location: Kent (Office-Based)

Contract: Fixed-Term Contract (Initial 3 Months)

Hours: Part-Time, 3 Days Per Week (Wednesday to Friday)

Salary: Competitive (Pro-Rata)

About the Role

We are seeking an organised and customer-focused Customer Resolution Officer to join a busy Housing and Property Services team on an initial three-month fixed-term contract.

This is an excellent opportunity for an experienced administrator or customer service professional who enjoys delivering excellent customer outcomes and making a real difference to residents. Working closely with housing, repairs and maintenance teams, you will be responsible for managing enquiries, coordinating repairs, maintaining accurate records, and ensuring customers are kept informed throughout their journey.

Key Responsibilities

• Manage and update customer and property records using CRM systems.
• Raise and track repair requests, works orders, and resident enquiries.
• Contact residents to arrange appointments for inspections and repairs.
• Liaise with contractors to monitor progress and completion of works.
• Review job statuses, update records, and ensure recommendations are actioned.
• Support the management of damp and mould cases, ensuring records and trackers are maintained accurately.
• Assist with the administration of more complex housing and maintenance cases.
• Keep residents informed throughout the lifecycle of their repair or enquiry.
• Conduct customer satisfaction surveys and gather feedback to support service improvement.
• Provide administrative support to housing, repairs, and property services teams.
• Work collaboratively with colleagues across the organisation to ensure excellent customer service standards are maintained.

About You

We are looking for someone who can demonstrate:

• Previous experience within a customer service, housing, repairs, maintenance, or administration environment.
• Excellent communication skills, both written and verbal.
• Strong organisational skills and the ability to manage multiple priorities.
• Experience using CRM systems and Microsoft Office applications, including Excel.
• Confidence handling data, maintaining accurate records, and supporting KPI reporting.
• A proactive and solution-focused approach to problem-solving.
• The ability to build positive relationships with residents, contractors, and colleagues.
• High levels of attention to detail and a commitment to delivering excellent customer outcomes.

Experience within social housing, housing associations, local authorities, property maintenance, or repairs services would be highly desirable.

Please note: Due to the nature of this role, applicants should be comfortable working in a fully office-based environment