Customer Service Resolution Officer

Location: Staffordshire

Customer Service Resolution Officer (Contact Centre)

Location:

Stafford (Office Based)
Pay Rate: £15.02 per hour PAYE | £18.26 per hour Umbrella

Contract:

Temporary (Initially 3 Months with the view to extension and permanent opportunities)

Hours:

36 hours per week

Temporary

Working Hours:

* Monday to Thursday: 8:30am – 5:00pm

* Friday: 8:30am – 4:00pm

Permanent Opportunity:
Should permanent positions become available, the salary will increase to £32,349.96 per annum, with working hours operating on a rota between 8:00am and 8:00pm, seven days a week.

The Role

We are currently recruiting for a Customer Service Resolution Officer to join a well-established Housing Association based in Stafford. This is an exciting opportunity to become part of a busy Contact Centre, delivering exceptional customer service and resolving enquiries at the first point of contact.

Working within the Customer Experience team, you will provide a professional, empathetic and efficient service across multiple communication channels while supporting customers with repairs, housing enquiries and general service requests. This role is ideal for candidates who thrive in a fast-paced customer-focused environment and enjoy problem solving.

Key Responsibilities

* Deliver a high-quality first point of contact service via telephone and digital communication channels.

* Resolve customer enquiries efficiently whilst providing excellent customer service.

* Accurately record customer interactions, ensuring all information is updated within internal systems.

* Schedule responsive repairs and coordinate Same Day Repairs using internal resources.

* Process a variety of customer service workflows including repairs, damp, mould and condensation follow-on works.

* Ensure enquiries are managed in accordance with quality standards and internal procedures.

* Identify service failures and opportunities for continuous improvement.

* Escalate complex enquiries where appropriate whilst aiming to achieve first contact resolution.

* Recognise safeguarding concerns, vulnerable customers and tenancy risks, escalating appropriately.

* Log complaints accurately and support customers through the complaints process.

* Carry out administrative duties to support the wider Customer Experience Directorate.

* Maintain GDPR and PCI compliance at all times.

* Work collaboratively with colleagues to resolve challenging customer enquiries.

* Contribute positively to a customer-first culture whilst demonstrating professionalism and empathy.

About You

* Previous experience working within a Customer Service environment (Essential).

* Experience working within a Contact Centre or Repairs environment (Desirable).

* Passion for delivering outstanding customer service.

* Excellent verbal and written communication skills.

* Strong problem-solving and conflict resolution abilities.

* Ability to remain calm under pressure and manage difficult conversations professionally.

* Good organisational skills with the ability to prioritise a busy workload.

* Confident using IT systems and able to learn new software quickly.

* Ability to multitask whilst maintaining accuracy.

* Understanding of diverse customer needs and delivering an inclusive service.

* Experience with in Housing, Social Housing or Property Services would be advantageous.

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