Resolution Officer

Resolution Officer

Salary: FTE £32,350 per annum
Location: Stafford
Hours: Full time and part time roles available. The contact centre operates between 08:00 and 20:00, seven days a week
Contract: Permanent

About the role:

We currently have a great opportunity for a Resolution Officer to join our team. We're looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services. If you enjoy being part of a supportive and growing team, this would be the perfect job for you.

Day in the life of a Resolution Officer:
As a Resolution Officer, you will provide a high‑quality first contact resolution service to customers via a range of communication methods in a friendly and professional manner. You will be responsible for delivering the Same Day Repair Service and ensuring that all customer enquiries are managed in line with the Quality Framework, delivering an excellent level of service. This role is an integral part of the Customer Experience Directorate, supporting organisational priorities such as delivering more for our customers, building more homes, being a great place to work, and maintaining a financially resilient business.

• Deliver the Same Day Repair Service.
• Manage customer enquiries in accordance with the Quality Framework.
• Provide first‑contact resolution via phone, chat, and email.
• Ensure excellent quality and service standards.

• Experience of working in a Customer Service environment (Essential).
• Demonstrates a customer‑first approach (Essential).
• Strong communication skills with empathy and patience (Essential).
• Excellent problem‑solving skills (Essential).
• Ability to diffuse heated situations and resolve issues methodically (Essential).
• Ability to multi‑task (Essential).
• Good IT skills, competent with learning new systems quickly (Essential).
• Demonstrates enthusiasm and determination (Essential).

• Comprehensive induction programme with learning opportunities and mandatory and specialist training.
• 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period.
• Option to join a contributory pension scheme.
• Access to a dedicated Employee Healthcare Portal.
• Eye care vouchers.
• Cycle to work scheme.

Closing date: 29th July 2026