Housing Resolutions Officer

ESSENTIAL EMPLOYMENT LTD; London Borough of Enfield; On-site; GBP 24,000 - 35,000; Full time

Job summary

ESSENTIAL EMPLOYMENT LTD is seeking a Housing Resolutions Officer in North London to manage and resolve housing-related enquiries and complaints. The role involves coordinating with repairs, maintenance, tenancy, neighbourhood, and customer service teams to deliver timely solutions and maintain service standards.

Applicants should be able to investigate complex cases, provide clear written responses, and contribute to continuous improvement by identifying root causes and trends in customer

Qualifications

• Experience handling housing enquiries and complaints.
• Strong written and verbal communication skills.
• Ability to manage a diverse caseload with competing deadlines.

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.

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 acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

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