Customer Resolution Specialist

Nottingham Community Housing Association; Nottingham; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Wellbeing plan

NCHA pension

Free DBS checks

£250 referral bonus

Generous annual leave

Free healthcare

Cash plan

Company events

Enhanced leave and pay

Free training and development

Cycle to work

Job summary

Nottingham Community Housing Association is seeking a Customer Resolution Agent to lead on high-quality complaints handling, investigating issues, coordinating with colleagues and stakeholders, and delivering timely, fair outcomes for customers.

You will manage a varied caseload, gather information, monitor commitments, and help prevent recurring issues through lessons learned. A calm and impartial approach is essential, with strong communication and organisational skills.

Qualifications

• Experience in a frontline customer service role, ideally within a contact centre or customer-focused environment.
• Experience investigating complaints or resolving complex customer issues.
• Excellent attention to detail and record-keeping skills.

Responsibilities

• Investigate customer complaints and work towards resolution at the earliest opportunity.
• Analyse information and evidence to understand the root cause of issues.
• Produce clear, professional written and verbal communications.
• Work closely with colleagues and external stakeholders to gather information and progress investigations.
• Monitor actions and commitments to ensure they are completed within agreed timescales.
• Manage competing priorities while maintaining excellent service standards.
• Processing compensation in line with organisational policies and financial regulations.
• Identifying service improvements and recording lessons learned to reduce repeat complaints.
• Maintaining accurate records and updating relevant systems.

Skills

Frontline customer service

Investigating complaints

Attention to detail

Numeracy

Literacy skills

Job description

Nottingham Community Housing Association is seeking a Customer Resolution Agent to lead on high-quality complaints handling, investigating issues, coordinating with colleagues and stakeholders, and delivering timely, fair outcomes for customers.

You will manage a varied caseload, gather information, monitor commitments, and help prevent recurring issues through lessons learned. A calm and impartial approach is essential, with strong communication and organisational skills.