Customer Resolution Officer

Reed Specialist Recruitment; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Reed Specialist Recruitment in London is seeking an experienced Customer Resolution Officer to investigate and resolve complaints within a Repairs & Maintenance service. You will manage complaints from start to finish, liaise with residents, contractors and internal teams, and help drive service improvements through feedback and analysis.

The role combines investigation, stakeholder engagement and reporting, with a hybrid working pattern in Barbican area.

Qualifications

• Experience handling complaints within housing, repairs, maintenance or property services.
• Strong investigation and case management skills.
• Excellent written and verbal communication skills.
• Ability to analyse information and identify root causes.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to manage multiple priorities and meet deadlines.
• Desirable: Experience using CRM or case management systems.
• Desirable: Knowledge of housing legislation and FOI processes.
• Desirable: Experience supporting Housing Ombudsman investigations.
• Desirable: Experience producing reports and performance data.

Responsibilities

• Investigate Stage 1 complaints relating to repairs, maintenance and service delivery.
• Engage with residents to understand concerns and provide updates.
• Gather and review evidence including repair records, inspections and contractor information.
• Produce clear, professional and empathetic complaint responses.
• Recommend remedies, compensation and service improvements where appropriate.
• Track actions and ensure agreed outcomes are completed.
• Support Housing Ombudsman inquiries, FOI requests and Member inquiries.
• Monitor complaint trends and identify opportunities to improve services.
• Work with contractors and operational teams to resolve issues and improve performance.

Skills

Complaint handling

Investigation

Case management

Written communication

Verbal communication

Root cause analysis

Housing Ombudsman Code

Multitasking

Tools

CRM systems

Job description

Customer Resolution Officer

• Pay: 22.07 PAYE / 28.78 Umbrella
• Contract: Temporary (1 October to 1 April)
• Location: London, Barbican Estate Officer EC2Y
• Working Pattern: Hybrid

The Role

We are looking for an experienced Customer Resolution Officer to investigate and resolve complaints within a Repairs & Maintenance service.

You'll manage complaints from start to finish, work closely with residents, contractors and internal teams, and help drive service improvements through customer feedback and complaint analysis.

Key Responsibilities

• Investigate Stage 1 complaints relating to repairs, maintenance and service delivery.
• Engage with residents to understand concerns and provide updates.
• Gather and review evidence including repair records, inspections and contractor information.
• Produce clear, professional and empathetic complaint responses.
• Recommend remedies, compensation and service improvements where appropriate.
• Track actions and ensure agreed outcomes are completed.
• Support Housing Ombudsman enquiries, FOI requests and Member enquiries.
• Monitor complaint trends and identify opportunities to improve services.
• Work with contractors and operational teams to resolve issues and improve performance.

About You

Essential:

• Experience handling complaints within housing, repairs, maintenance or property services.
• Strong investigation and case management skills.
• Excellent written and verbal communication skills.
• Ability to analyse information and identify root causes.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to manage multiple priorities and meet deadlines.

Desirable:

• Experience using CRM or case management systems.
• Knowledge of housing legislation and FOI processes.
• Experience supporting Housing Ombudsman investigations.
• Experience producing reports and performance data.