Customer Resolutions Specialist; Housing

Customer Resolutions Specialist (Housing)

Join our Customer Services team in a permanent, home‑based role at Onward Homes.

This role focuses on managing and resolving customer complaints, compliments, and feedback. You will embed and support a culture of continuous improvement and learning from the views of our customers, acting as an ambassador for customer service to ensure high levels of service across functional areas.

• Competitive salary of £32,600 per annum
• 32 days annual leave plus bank holidays, with additional leave through the holiday purchase scheme
• Immediate entry to our Pension scheme with matched contributions up to 10%
• Great flexible working environment and family‑friendly policies
• Simply Health cash plan with benefits for dental, optical, physiotherapy, 24HR private GP access and more, extendable to family
• Paid leave for sickness, maternity, paternity, and adoption
• Up to £150 annually through the ‘Learning for life’ scheme
• Wide range of discounts and cashback offers (retail, automotive, holidays, cycle‑to‑work)
• Career development support with training and qualifications

• Lead Onward Homes’ approach to complaints management, ensuring timely, consistent, and high‑quality responses in line with policy and standards.
• Collaborate with leaders to develop and implement recommendations for improving service delivery based on complaints data.
• Work with colleagues and contractors to set expectations for complaint handling and devise feedback mechanisms.
• Act as point of contact for external agencies, coordinating Housing Ombudsman and MP enquiries.
• Share actions, key findings, and learning points with relevant service leads to drive improvement.
• Research and share best practices across the housing sector, ensuring compliance with legislative changes and updating policies accordingly.
• Develop and embed learning outcomes from complaints to guide service improvement.

• Experience developing and maintaining an effective customer‑facing service in a high‑volume, fast‑paced environment.
• Experience managing, handling and responding to customer complaints.
• Experience working within the housing sector.
• Experience using learning outcomes, data, and best‑practice examples to recommend service improvements.
• Strong communication skills with customers, colleagues, and partners.
• Ability to build effective relationships with customers and colleagues to achieve outcomes.
• Leadership and prioritisation skills to manage workload and meet deadlines.
• Clear passion for improving the customer experience.
• Intermediate Microsoft Office skills.
• Full UK driving licence and access to a car.
• GSCE Level C and above in English.

• Experience administering complaints management systems.
• Good understanding of key housing legislation, best practice and current issues.

Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across 52 neighbourhoods. We believe everyone deserves a place to call their own and are committed to building 500 new homes each year. We create positive spaces for customers and a progressive workforce that enables colleagues to reach their full potential.

We embrace diversity and strive for inclusive teams, making reasonable adjustments to accommodate candidates. If you need support during the recruitment process, please let us know.

Email for enquiries:

We reserve the right to close the vacancy early before the closing date.