Resolution Officer - Same-Day Repairs & Customer Experience

Housing Plus Group; Telford; On-site; GBP 32,000 - 33,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Contributory pension scheme

Employee Healthcare Portal

Eye care vouchers

Cycle to work scheme

Job summary

Housing Plus Group in Telford is currently seeking a Resolution Officer to join our Customer Experience team on a permanent basis. The role is 36 hours per week, with a contact centre operating between 08:00 and 20:00, offering a supportive environment and ongoing development opportunities.

You will provide high-quality first contact resolution to customers, deliver Same Day Repair Service, and ensure enquiries follow our Quality Framework to maintain excellent service levels.

Qualifications

• Experience of working in a Customer Service environment.
• Demonstrates a customer first approach.
• Strong communications skills with empathy and patience.
• Excellent problem-solving skills.
• Ability to diffuse heated situations and resolve issues methodically.
• Ability to multi-task.
• Good IT skills and quick to learn new systems.
• Demonstrates enthusiasm and determination.

Responsibilities

• Provide high-quality first contact resolution for customers via multiple channels.
• Deliver the Same Day Repair Service and manage enquiries per the Quality Framework.
• Contribute to key customer experience priorities and a great place to work.

Skills

Customer Service

First contact resolution

Empathy and patience

Strong communications

Problem solving

De-escalation

Multi-tasking

IT skills

Team player

Tools

Telephone/CRM tools

Job description

Housing Plus Group in Telford is currently seeking a Resolution Officer to join our Customer Experience team on a permanent basis. The role is 36 hours per week, with a contact centre operating between 08:00 and 20:00, offering a supportive environment and ongoing development opportunities.

You will provide high-quality first contact resolution to customers, deliver Same Day Repair Service, and ensure enquiries follow our Quality Framework to maintain excellent service levels.