Housing Resolutions Officer

Essential Employment; Greater London; On-site; GBP 24,000 - 35,000; Full time

Job summary

Essential Employment is seeking a Housing Resolutions Officer in North London on a full-time temporary basis. The role focuses on managing housing enquiries, service requests, and complaints, with emphasis on delivering a positive customer experience.

Responsibilities include investigating complex cases, coordinating with multiple teams, and providing clear responses. The role requires strong records management and continual service improvement mindset.

Responsibilities

• Manage and resolve housing enquiries, service requests, and complaints with a focus on customer experience.
• Investigate complex cases by gathering information and liaising with teams to identify solutions.
• Be the central point of contact for customers, providing updates and managing expectations.
• Collaborate with repairs, maintenance, tenancy, neighbourhood, and customer service teams.
• Prepare clear, professional written responses to complaints and escalated cases.
• Identify root causes of recurring issues and recommend improvements.
• Maintain accurate records of cases, actions, and outcomes in relevant systems.
• Monitor progress to ensure timely resolution within service standards.
• Analyse feedback and trends to identify improvement opportunities.
• Escalate high-risk cases and provide recommendations for resolution.
• Support service improvement by sharing lessons learned and best practices.
• Build relationships with customers, colleagues, contractors, and stakeholders.
• Advise on housing services, policies, and available support options.
• Produce reports and management information as required.
• Handle confidential information per data protection requirements.
• Manage diverse caseload with prioritisation of urgent matters.
• Contribute to customer satisfaction, service performance, and efficiency.
• Undertake other duties as needed.

Job description

Housing Resolutions Officer needed in North London Paying £21.41 per hr ref 000B 7367 / 1

Full time hours on a temporarybasis

• Key Responsibilities
  • Manage and resolve housing-related enquiries, service requests, and complaints, ensuring a positive customer experience.
  • Investigate complex cases by gathering information, reviewing records, and liaising with relevant teams to identify appropriate solutions.
  • Act as a central point of contact for customers, providing updates and managing expectations throughout the resolution process.
  • Work collaboratively with repairs, maintenance, tenancy, neighbourhood, and customer service teams to resolve issues effectively.
  • Prepare clear, accurate, and professional written responses to complaints, enquiries, and escalated cases.
  • Identify root causes of recurring issues and recommend improvements to enhance service delivery and customer satisfaction.
  • Maintain accurate records of all cases, actions, correspondence, and outcomes using relevant systems and databases.
  • Monitor case progress to ensure enquiries and complaints are resolved within agreed service standards and timescales.
  • Analyse customer feedback, case trends, and performance data to identify opportunities for continuous improvement.
  • Escalate complex or high-risk cases where appropriate and provide recommendations for resolution.
  • Support service improvement initiatives by sharing lessons learned and promoting best practice.
  • Build and maintain effective relationships with customers, colleagues, contractors, and external stakeholders.
  • Provide advice and guidance on housing services, policies, procedures, and available support options.
  • Produce reports, correspondence, and management information as required.
  • Handle sensitive and confidential information in line with data protection requirements.
  • Manage a diverse caseload, prioritising urgent matters and competing deadlines effectively.
  • Contribute to improving customer satisfaction, service performance, and operational efficiency.
  • Undertake any other duties appropriate to the level of the role.

Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please beprepared