Leasehold Customer Resolution Officer

Job title:

Leasehold Customer Resolution Officer

Ealing, London W5 - Hybrid

ASAP

Temporary 6 months

35 hours per week

We're currently recruiting for a Leasehold Customer Resolution Officer to join a leading housing organisation on an initial 6‑month temporary contract. This is a fantastic opportunity for an experienced housing professional with a background in complaints or leasehold management. While experience across both areas would be advantageous, we're keen to hear from candidates with a strong background in either discipline. Working within a customer‑focused team, you'll investigate complex resident concerns, work collaboratively with internal teams and contractors, and help deliver fair, timely resolutions while driving continuous service improvement.

• Support the investigation and resolution of customer complaints.
• Engage with residents to understand the history, impact and root cause of reported issues.
• Liaise with operational teams, contractors and stakeholders to gather evidence and coordinate investigations.
• Monitor actions arising from complaints, ensuring agreed timescales are met.
• Analyse complaint trends, identify recurring issues and contribute to service improvement initiatives.
• Produce clear reports and investigation findings to support complaint responses.
• Build effective working relationships across the organisation to deliver positive customer outcomes.
• Ensure complaint handling activities comply with housing regulations, company procedures and service standards.

• Experience supporting complaint investigations or customer resolutions within housing or another regulated environment, or experience in leasehold or property management with a strong customer focus.
• Excellent investigation and problem‑solving skills.
• Ability to identify root causes and recommend service improvements.
• Strong written and verbal communication skills.
• Experience working collaboratively with internal teams and external stakeholders.

Lewis, Service Care Solutions –  – Lew