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 within Housing, Social Housing or Property Services would be advantageous.

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