Customer Resolution Officer

Customer Resolution Officer (£35,895 per annum, hybrid, full time, 12 months fixed-term) Job Role

We are looking for a customer resolution officer to join our team. Working with colleagues and external stakeholders, you will handle customer complaints and feedback with compassion and sensitivity, seeking the right resolution for our customers in accordance with policies and procedures.

You will have an eye for detail, be able to investigate thoroughly, examine things from all angles and be confident in your decision-making. An excellent communicator, you'll be comfortable talking to our customers in‑person and by telephone, providing them with written responses to their complaint. This will be a busy and challenging role; you'll need to be flexible and able to handle multiple cases.

If you enjoy a challenge, like working in an energetic, fast‑paced environment and are passionate about excellent customer service, we'd love to hear from you.

At West Kent we're passionate about the role a housing association can play in society and believe the values of an organisation are what makes it special. Our vision is to deliver places to live and space to grow for our current and future residents.

Our values guide us to how we do things from delivering on our promises, working with honesty, integrity, and flexibility, showing compassion and self‑awareness, as well as a commitment to learning and equally important working hard and having fun.

We offer a great package – generous pension and life cover, health cash plan, flexible leave package which includes an additional three days leave for our Christmas closure, paid time off to volunteer and an annual grant to support your wellbeing. Please see our website for more details about our benefits package.

The role is based at our Sevenoaks office. We offer a flexible approach to hybrid working with full‑time employees attending the office two days per week.

We will only consider applications submitted with a full CV and completed application form.

Advert Closing Date: 9am on 21 January 2026

Interview Date: 23 January 2026