Resolutions Partner

Resolutions Partner

Role

Title:

Resolutions Partner

Hours:

35 hours per week Monday-Friday

Salary: 35129 – 43911 (salary dependent on experience)

Contract:

Permanent

Location:

Dartford / Agile

We're committed to providing an excellent customer experience that listens, learns, and leads to real change. When customers raise concerns we see it as an opportunity to make things right and continuously improve the way we deliver our services.

As a Resolutions Partner you’ll play a central role in investigating and resolving customer complaints, ensuring each one is handled fairly, thoroughly, and in line with the Housing Ombudsman Complaint Handling Code.

You will act as the key point of contact for a partnered business area, leading investigations from start to finish, engaging with customers directly, working with colleagues across teams, and recommending proportionate, evidence‑based remedies that deliver fair outcomes.

You’ll manage your own caseload, maintaining clear communication with customers and stakeholders throughout, and identify themes and root causes that inform long‑term service improvement. By collaborating with your partnered area you’ll help turn insight into meaningful change, ensuring lessons are embedded and future complaints are reduced.

Excellent communication and organisational skills.

A strong sense of fairness and the ability to handle sensitive situations with professionalism and empathy.

Experience in complaint handling or customer service, ideally within social housing or the public sector.

A keen eye for detail and a commitment to continuous learning.

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 were proud to be 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.

Excellent benefits. For more information, please view our employee benefits video.

We use anonymous recruitment and do not accept CVs. Please provide as much detail as possible in your application, including your interest in the role, how you meet the requirements, and what makes you a great fit. Complete our application form in full via our careers website.

Ready to make an impact? If this sounds like the role for you, apply by 11pm on 11 November 2025. We may close the advert earlier if we receive strong interest.

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