Job Title: Customer Resolution Officer / Complaints Officer
Location: Liverpool / St Helens / Warrington
Salary: -33,232 per annum
Contract: Full-time, Permanent

About the Role
We are seeking an experienced Customer Resolution Officer to manage a caseload of Stage 1 and Stage 2 complaints across all service areas. You will act as the main point of contact for customers, ensuring all complaints are handled promptly, fairly, and in line with policy and the Housing Ombudsman''s Complaints Handling Code.

This role requires excellent interpersonal skills, the ability to deal with sensitive situations, and a proactive approach to driving service improvements through learning from complaints.

Key Responsibilities:

• Manage allocated complaints from initial contact through to resolution, ensuring timely and high-quality responses.

• Liaise with customers to fully understand the complaint, its impact, and the desired outcome.

• Investigate thoroughly, working with colleagues across all business areas.

• Monitor and ensure completion of agreed actions, remedies, or compensation.

• Record and track cases in the Case Management system, ensuring accuracy and compliance.

• Provide advice and support to front-line colleagues on complaint handling.

• Identify and share learning points to improve services.

• Where necessary, meet customers in person at the office or in their home.

Requirements:

• GCSE Grade 3 (or equivalent) or relevant experience/training.

• Experience in a customer-focused role with a track record of delivering excellent service.

• Strong complaint handling, problem-solving, and decision-making skills.

• Knowledge of the Housing Ombudsman''s Complaints Handling Code and Social Housing White Paper (desirable but not essential).

• Ability to manage sensitive situations with empathy and professionalism.

• Strong IT skills, including Microsoft Office.

• Excellent verbal and written communication skills.

What We''re Looking For:
A motivated, resilient, and solution-focused individual with a passion for improving the customer experience and a commitment to fairness and equality in service delivery.

If you are interested, please get in touch today with our specialist Georgia on

(phone number removed) / (phone number removed)

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