Resident Resolution Specialist – Social Housing

Cardo Group; Borehamwood; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Salary sacrifice schemes

Wellbeing resources

Discount platform

Enhanced family leave

Counselling services

Job summary

Cardo Group is seeking a Customer Resolution Advisor for a 6 Month FTC in Borehamwood. You will manage complaints under the Housing Ombudsman Code, ensuring timely, fair, resident-focused resolutions across the stages.

The role emphasizes empathy, evidence-based investigations, and driving service improvements. Experience in social housing complaints, strong written skills, and the ability to work to KPI-driven targets are essential.

Qualifications

• Experience handling complaints within social housing or regulated environments.
• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Excellent written communication and ability to draft formal responses.
• Structured investigations with evidence-based decision making.

Responsibilities

• Manage complaints in line with the Housing Ombudsman Code and client policy.
• Respond to complaints within prescribed timescales and stages.
• Gather evidence from operatives, supervisors, and stakeholders.
• Provide clear, empathetic written responses and remedies.
• Analyse complaint trends and drive service improvements.

Skills

Complaint handling

Housing Ombudsman Code

Written communication

Investigation skills

KPIs & SLAs

Job description

Cardo Group is seeking a Customer Resolution Advisor for a 6 Month FTC in Borehamwood. You will manage complaints under the Housing Ombudsman Code, ensuring timely, fair, resident-focused resolutions across the stages.

The role emphasizes empathy, evidence-based investigations, and driving service improvements. Experience in social housing complaints, strong written skills, and the ability to work to KPI-driven targets are essential.