Customer Resolution Officer

Housing Plus Group; Telford; Presencial; GBP 32.000 - 33.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days holiday

Bank holidays

Contributory pension scheme

Employee Healthcare Portal

Eye care vouchers

Cycle to work scheme

Descripción de la vacante

Housing Plus Group in Telford is currently seeking a Resolution Officer to join our Customer Experience team on a permanent basis. The role is 36 hours per week, with a contact centre operating between 08:00 and 20:00, offering a supportive environment and ongoing development opportunities.

You will provide high-quality first contact resolution to customers, deliver Same Day Repair Service, and ensure enquiries follow our Quality Framework to maintain excellent service levels.

Formación

• Experience of working in a Customer Service environment.
• Demonstrates a customer first approach.
• Strong communications skills with empathy and patience.
• Excellent problem-solving skills.
• Ability to diffuse heated situations and resolve issues methodically.
• Ability to multi-task.
• Good IT skills and quick to learn new systems.
• Demonstrates enthusiasm and determination.

Responsabilidades

• Provide high-quality first contact resolution for customers via multiple channels.
• Deliver the Same Day Repair Service and manage enquiries per the Quality Framework.
• Contribute to key customer experience priorities and a great place to work.

Conocimientos

Customer Service

First contact resolution

Empathy and patience

Strong communications

Problem solving

De-escalation

Multi-tasking

IT skills

Team player

Herramientas

Telephone/CRM tools

Descripción del empleo

The following content displays a map of the jobs location - Telford

Job Reference wrekinhousinggroup/TP/15671/899

Number of Positions:

1

Contract Type:

Full Time / Permanent

Standard scale

Working Hours:

36

Location:

Telford

Closing Date:

10/11/2026

Job Category:

HPG - Homes Plus

Region / Division:

HPG - Homes Plus

Business Unit:

Customer Experience

Job Introduction

Job Title: Resolution Officer

Salary: £32.349.96 per annum

Location: Telford with occasional travel to Stafford

Hours: 36 hours per week. The contact centre operates between 08:00 and 20:00, seven days a week

Contract: Permanent

About the role:

We currently have a great opportunity for a Resolution Officer to join our team.

We're looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services. If you enjoy being part of a supportive, and growing team, this would be the perfect job for you.

Day in the life of a Resolution Officer

As a Resolution Officer, you will be providing a high-quality first contact resolution service to customers via a range of communication methods, in a friendly and professional manner. You will be responsible for delivering the Same Day Repair Service and ensuring that all customer enquiries are managed in line with the Quality Framework, to ensure excellent level of service is delivered.

This Resolution Officer role plays an integral part in Customer Experience Directorate which enables the operational delivery of the following organisational priorities:

• Delivering more for our customers
• Having the capacity to build more homes
• Being a great place to work for our colleagues
• Being a financially resilient business
• Being a key influencer in the region

What we are looking for

• Experience of working in a Customer Service environment.( Essential)
• Demonstrates a customer first approach.( Essential)
• Strong communications skills, with the ability to empathise and show patience.( Essential)
• Excellent problem-solving skills.( Essential)
• Ability to diffuse heated situations and work through methodically to resolve issues.( Essential)
• Ability to multi- task.( Essential)
• Good IT skills, competent with learning new systems quickly.( Essential)
• Demonstrates enthusiasm and determination.( Essential)

Please see the job description for the full list of essential and desirable criteria.

We can offer you

A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.

Interview date: 12 th and 13th November 2026

Interviews may take place throughout the advert

• We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
• We may close this vacancy early if we receive a high volume of applications.
• Interviews may take place throughout the advert.
• If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.
• This role is also available to internal colleagues as a redeployment opportunity

*Terms and Conditions are subject to review and may be amended from time to time, any changes to benefits advertised would be discussed during offer and onboarding.