Customer Resolution Officer (Complaints) - Permanent

West Kent Housing Association; Sevenoaks; Hybrid; GBP 33,000 - 41,000; Full time

Benefits offered by this job

Pension & life cover

Health cash plan

Extra Christmas leave

Volunteer time off

Wellbeing grant

Job summary

West Kent Housing Association is seeking a Customer Resolution Officer to investigate and respond to customer feedback and complaints, managing own casework across Stage 1 and 2 processes.

Based in Sevenoaks with hybrid working (office two days per week), this full-time role is 37 hours and offers a salary of £37,152 per annum. The post uses learning from complaints to drive service improvements for residents.

Responsibilities

• Investigate and respond to customer feedback and complaints, managing own casework (Stage 1 and Stage 2) and handling member enquiries and Housing Ombudsman inquiries.
• Lead learning from complaints to drive service improvement action plans and contribute to better customer outcomes.

Job description

Customer Resolution Officer (£37,152 per annum, full time, permanent)

Before applying for this role, please read the following information about this opportunity found below.

Job Role

We’re looking for a passionate Customer Resolution Officer to work within our dedicated team to investigate and respond to customer feedback and complaint resolution. You’ll manage your own case work, delivering high quality complaint handling for all our customers, including Stage 1 and 2 complaint stages, member enquiries and Housing Ombudsman enquiries.

This is a key role taking learning from complaints and customer experiences through to service improvement action plans. You'll be part of meaningful change to improve the way we view and act on our customers voices to directly improve customer outcomes. This post will have the opportunity to make a genuine difference to our customers experience.

About Us

At West Kent we’re passionate about the role a housing association can play in society and believe the values of an organisation are what makes it special. Our vision is to deliver places to live and space to grow for our current and future residents.

Our values guide us to how we do things from delivering on our promises, working with honesty, integrity, and flexibility, showing compassion and self-awareness, as well as a commitment to learning and equally important working hard and having fun.

Benefits

We offer a great package - generous pension and life cover, health cash plan, flexible leave package which includes an additional three days leave for our Christmas closure, paid time off to volunteer and an annual grant to support your wellbeing. Please see our website for more details about our benefits package.

Location Details

The role is based at our Sevenoaks office. We offer a flexible approach to hybrid working with full-time employees attending the office two days per week.

Hours

Full-time, 37 hours, Monday- Thursday 08:45am- 17:15pm and Friday 08:45am- 16:45pm.

Advert Closing Date: 5pm on 8 September 2026

Interview Date: 29 September 2026 and 1 October 2026