Job Title: Customer Resolution Officer / Complaints Officer Location: Liverpool / St Helens / Warrington Salary: £33,232 per annum Contract: Full-time, Permanent About the Role We are seeking an experienced Customer Resolution Officer to manage a caseload of Stage 1 and Stage 2 complaints across all service areas. You will act as the main point of contact for customers, ensuring all complaints are handled promptly, fairly, and in line with policy and the Housing Ombudsman's Complaints Handling Code. This role requires excellent interpersonal skills, the ability to deal with sensitive situations, and a proactive approach to driving service improvements through learning from complaints. Key Responsibilities: Manage allocated complaints from initial contact through to resolution, ensuring timely and high-quality responses. Liaise with customers to fully understand the complaint, its impact, and the desired outcome. Investigate thoroughly, working with colleagues across all business areas. Monitor and ensure completion of agreed actions, remedies, or compensation. Record and track cases in the Case Management system, ensuring accuracy and compliance. Provide advice and support to front-line colleagues on complaint handling. Identify and share learning points to improve services. Where necessary, meet customers in person at the office or in their home. Requirements: GCSE Grade 3 (or equivalent) or ...