Customer Resolutions Officer

I am looking for a proactive and customer-focused individual to join a team as a Customer Resolutions Officer. This role plays a key part in ensuring customers receive excellent service and clear communication, particularly when resolving service issues, complaints, and operational enquiries.

The Customer Resolutions Officer acts as a central point of contact between customers and operational teams, ensuring feedback, complaints, and service issues are handled efficiently and professionally. The role involves coordinating responses, monitoring customer satisfaction, supporting operational teams, and ensuring customers are kept informed about service updates and repair works.

Key Duties

Act as an advocate for customers and promote high standards of customer service.

Communicate proactively with customers about service issues, defects, or delays through phone, email, text, letters, or digital channels.

Log, track, and manage customer feedback and complaints, ensuring they are resolved within required timescales.

Monitor and report on customer satisfaction across service areas.

Support customers with enquiries related to repairs, improvement works, and property alterations.

Coordinate with internal teams and planners to arrange repair works and raise work orders.

Visit customers in their homes where necessary to resolve issues or support service delivery.

Assist with more complex enquiries such as damp issues, adaptations, or repair concerns.

Promote online customer services and digital engagement.

Maintain accurate customer records and complete resident data surveys.

Provide administrative support to operational teams and assist with service improvement initiatives