Senior Customer Resolutions Officer

Moat Homes; Dartford; Hybrid; GBP 37,000 - 48,000; Full time

Job summary

A leading housing association in Dartford is seeking a Senior Customer Resolutions Officer to manage complex complaint resolutions and provide exceptional service. The ideal candidate will have experience in complaint handling and be resilient, solutions-focused, and adaptable. This role offers a salary of £37,681 to £47,101 plus benefits in a supportive agile working environment.

Benefits

Car allowance

Employee benefits

Recognition as a top employer

Qualifications

• Previous experience dealing with complaints and handling Housing Ombudsman cases.
• Ability to identify root causes and draft complex complaint responses.
• Confident working with diverse customers.

Responsibilities

• Deliver an effective complaint resolution service for complex complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Shape positive outcomes for customers.

Skills

Complaint handling

Solutions-focused mindset

Customer service

Resilience

Job description

Senior Customer Resolutions Officer

Hours: 35 hours per week Monday-Friday

Salary: £37,681 to £47,101 per annum plus £2,329 car allowance (salary offered dependent on experience)

Contract: Permanent

Location: Dartford / Agile

Interviews: Thursday 18 September 2025

We’re excited to be recruiting a Senior Customer Resolutions Officer to join our team and help us continue building a fair, accountable and customer‑first complaint handling service. In this role you’ll be delivering an effective complaint resolution service for complex, high‑risk and stage‑two complaints in compliance with the Housing Ombudsman Complaint Handling Code. This is an opportunity to shape positive outcomes for our customers while playing a vital part in our journey to becoming Customer Pioneers by 2026, viewing ourselves through the eyes of our customers and putting their voices at the heart of everything we do.

To apply: Please complete our application form in full via our careers website. Because we use anonymous recruitment and do not accept CVs, it’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills and what makes you a great fit for our team.

Requirements: We’re seeking a resilient, solutions‑focused and adaptable professional with previous experience dealing with complaints and handling Housing Ombudsman cases. You will be confident working with diverse customers, able to identify root causes and comfortable drafting and coordinating complex complaint responses.

Working arrangements:

• Agile working is supported
• For the first 3 months you’ll be expected to work 4 days per week in the office
• Some travel to local offices and customer homes will be required

Why join us: We’re one of the top 30 housing associations in England with homes across London, Kent, Essex and Sussex. Our purpose is to open doors to better lives for our customers and we know this begins with excellent complaint handling. We’re proud to have been recognised as one of The Sunday Times Best Places to Work 2025 based on our own employees’ feedback. Join us and help shape a fairer, more transparent housing experience for all.

Benefits: Excellent benefits. For more information, please refer to our employee benefits video available on the careers website.

Ready to make an impact: If this sounds like the role for you, apply by 11pm Wednesday 10 September 2025 and be part of something bigger! We encourage you to apply early as we may close the advert before this date if we receive good interest. We look forward to reading your application.