An excellent opportunity has arisen for an experienced Senior Customer Resolution Officer to join a reputable housing provider in London on a temporary basis. This is a key role responsible for leading the effective management of complaints, enquiries, and compliments, ensuring high standards of service delivery and positive outcomes for residents.
You will take ownership of complex and high-risk cases, provide quality assurance across the team, and support the Manager in driving performance, consistency, and learning. The role combines hands-on case management with leadership, coaching, and stakeholder engagement.
Rate: 31-32 Umbrella
Working Pattern: Hybrid
Location: Greater London
Key Responsibilities
1. Lead the delivery of an effective complaints, enquiries, and compliments service, ensuring performance standards and timescales are met.
2. Take responsibility for complex, multi-service complaints and specialist investigations from receipt through to resolution.
3. Draft, review, and quality-assure complaint responses to ensure they are accurate, robust, and aligned with the Housing Ombudsman Code.
4. Act as the first point of escalation for staff, providing guidance, coaching, and support.
5. Line manage and supervise up to <...