Housing Resolutions Specialist — Complex Case Management

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

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