North London Housing Resolutions Specialist

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

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.