Customer Resolution Officer

Tate; Greater London; Hybrid; GBP 18,000 - 25,000; Full time

Job summary

Tate is seeking a customer-focused Complaints & Resolution Officer to manage and investigate resident complaints within a social housing environment. The role is based in Colindale NW9 with hybrid working and an ASAP start date.

You will investigate and resolve complaints in line with policy and timescales, communicate with residents and internal teams to reach fair outcomes, draft clear complaint responses and maintain accurate records, and identify service improvements to support

Qualifications

• Experience handling complaints or customer casework.
• Excellent communication and problem-solving skills.
• Ability to manage a busy caseload and meet deadlines.

Responsibilities

• Investigate and resolve complaints in line with policy and timescales.
• Communicate with residents and internal teams to reach fair outcomes.
• Draft clear complaint responses and maintain accurate records.
• Identify service improvements and support continuous learning.

Skills

Complaint handling

Customer service

Communication

Time management

Job description

Complaints & Resolution Officer

Colindale NW9 | £14.80 | Hybrid Working | ASAP Start

We are looking for a customer-focused Complaints & Resolution Officer to manage and investigate resident complaints within a social housing environment.

Key Responsibilities:

• Investigate and resolve complaints in line with policy and timescales.
• Communicate with residents and internal teams to reach fair outcomes.
• Draft clear complaint responses and maintain accurate records.
• Identify service improvements and support continuous learning.

About You:

• Experience handling complaints or customer casework.
• Excellent communication and problem-solving skills.
• Ability to manage a busy caseload and meet deadlines.
• Social housing experience and knowledge of the Housing Ombudsman Code is desirable.

If you are passionate about delivering excellent customer service and improving resident experiences, we'd love to hear from you.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.