Customer Resolutions Officer
Watford Community Housing
37 hours per week
The Vacancy
Do you want to make a difference? We work with our customers and communities to change lives, and we're looking for a highly motivated individual to join our Operations directorate as a Customer Resolutions Officer.
What's the role?
As part of our Customer experience team, you will be responsible for providing excellent customer care by being an ambassador for the customer and championing this across other teams.
The successful candidate will take personal responsibility to ensure delivery of a high standard of customer service that is responsive to customer needs, meets the Organisation's service standards and proactively keeps customers and stakeholders informed of progress.
You'll work effectively and proactively with colleagues to achieve the best service possible for our customer in their homes.
In this role you will need to:
* Have proactive communication with our customers across a range of outlets; telephone, text, email and letter
* Ensure the logging and monitoring of feedback on the housing management system, ensuring requests and complaints are dealt with promptly and appropriately
* Visit customers in their home to deal with complaints/requests
* Collate and report on customer satisfaction across all services
* Work collaboratively with all stakeholders across the business
What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You'll have an excellent grasp of complaint handling and an understanding of social housing. You will have a background in customer service and knowledge of the housing or construction sectors would be a distinct advantage.
Essential:
* Full drivers licence and access to a car
* Satisfactory DBS check
* Ability to use IT systems, particularly Word and Excel to accurately input, record and extract data
* Excellent communication and interpersonal skills with a strong customer focus
* Ability to work as part of a team with a positive and proactive attitude to change
* Experience in a customer service environment dealing with complaints
* Planned/responsive repairs knowledge/experience
Desirable:
* Knowledge of disability aids and adaptations
* Social housing experience
* Basic knowledge of repair, gas access, damp/condensation issues
View full Job Description HERE
What can we offer you?
We know that people are our most valuable assets, so we offer a range of benefits including 28 days' annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.
About us
We are a housing association with homes across South-West Hertfordshire. We aim to make a real difference by delivering better homes and supporting our communities, because we know that good homes give people the chance to lead more fulfilling lives.
We own and manage more than 6,800 homes and associated assets in South-West Hertfordshire. Our business is evolving rapidly as we find new ways to deliver great homes, improved services and much-needed new homes. We also have a one-star accreditation from Best Companies, putting us in the top 25 housing associations to work for.
How to apply
If this sounds like your next role, click 'apply now', tell us why you've got what it takes and send us a copy of your current CV.
The closing date is 26th October 2025 (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 27th October 2025.