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- Hourly Rate: PAYE £25.64, Umbrella £32.03
- Location: Croydon, CR0
- Job Type: Temporary ongoing booking, Hybrid
We are seeking a Housing Experience Resolutions Officer to join our team on an immediate, ongoing temporary basis. This key position within Home Ownership is crucial for leading the effective resolution of customer complaints, ensuring they are managed professionally and within agreed Service Level Agreements (SLAs), while adhering to NHBC standards and regulatory requirements. The role is hybrid, with the office located in Croydon.
Day-to-day of the role:- Manage the end-to-end resolution of Stage 1 and 2 complaints within agreed SLA timelines, ensuring outcomes are fair, timely, and customer-focused.
- Maintain accurate complaint records in accordance with company policies and GDPR requirements, safeguarding data integrity and regulatory compliance.
- Act as the primary point of contact for escalated complaints referred to the Housing Ombudsman, ensuring compliance with required processes and providing well-evidenced responses.
- Analyse complaint trends, root causes, and recurring issues, providing senior management with detailed reports on complaint metrics, SLA performance, Ombudsman escalations, and compensation payments to drive continuous service improvements.
- Conduct quality monitoring of complaints to ensure Home Experience Complaints Executives produce effective responses, embedding best practices that enhance customer satisfaction.
- Strong organisational skills to manage multiple complaints simultaneously to required timeframes.
- Ability to identify trends and ensure preventative measures are in place to improve service quality.
- Track record of building and managing successful teams in complaint resolution.
- Focused on detail and compliance.
- Excellent collaboration skills with the ability to form positive working relationships at all levels.
- Proven ability to use data and information to feed into improvements of ER’s, Standards, and Processes.
- Customer-focused approach showing empathy and professionalism when managing challenging conversations.
- Ability to lead change.
- Excellent written and verbal skills.
- Experience of working in housing and with NHBC standards.
- Experience of performance management.
- Experience of working within a regulated organisation.
- Self-motivated, proactive, and able to work autonomously.
- IT and Excel literate.
- Proficient in CRM.
- Relevant qualifications in customer management experience, housing, or dispute resolution.
- Experience working with social media platforms and responding to online complaints aligned with company values.
To apply for this Housing Experience Resolutions Officer position, please submit your CV
