Resolutions Officer

Position: Housing Resolutions Officer
We are currently looking for a Housing Resolutions Officer to join a busy and fast-paced team. This is a great opportunity to play a key role in managing housing-related cases and delivering high-quality outcomes for residents. The role is ideal for someone who is proactive, detail-oriented, and confident handling complex queries in a dynamic environment. Key Details:

Location:

London, HA9

Working hours:

Monday – Friday, standard office hours Duration:
Initial 3-month contract

Start date:

ASAP Pay rates: PAYE £21.41 per hour or Umbrella £28.19 per hour Responsibilities:
Managing a caseload of housing-related enquiries, ensuring timely and effective resolution in line with service standards Investigating complaints and resolutions cases thoroughly, gathering relevant information and maintaining accurate records Liaising with tenants, internal departments, and external stakeholders to resolve issues and provide clear updates Drafting detailed and professional responses to complaints, ensuring compliance with policies and regulatory requirements Monitoring case progress and ensuring all deadlines and KPIs are met Identifying trends and recurring issues, contributing to service improvements and preventative actions Ensuring all activities are carried out in line with housing policies, procedures, and relevant legislation Providing a high level of customer service at all times, managing sensitive situations with professionalism and empathy

Skills & Experience:

Previous experience in a housing, complaints, or resolutions-based role is essential Strong knowledge of housing processes, policies, and best practices Excellent written communication skills, with experience drafting formal responses Strong organisational skills with the ability to manage a busy caseload effectively High attention to detail and accuracy Ability to handle challenging situations and resolve issues in a calm and professional manner Confident working independently as well as part of a team Experience using housing management systems or CRM tools is advantageous A standard DBS check is required for this role What’s in it for you?

Competitive hourly rates with PAYE and Umbrella options Opportunity to work within a reputable housing organisation Supportive and collaborative team environment