Customer Resolution Officer

Customer Experience Coordinator Location: Kent Contract: Temporary until April 2027 Hours: Full Time Rate: Up to £26 per hour The Opportunity We are currently recruiting for a Customer Experience Coordinator to join a Housing Association based in Kent on a temporary contract until March 2027. This role sits within the Customer Experience team and is focused on ensuring complaints are accurately logged, tracked and administered in line with the Housing Ombudsman Complaint Handling Code. Unlike a traditional complaints investigation role, this position is centred around complaint administration, compliance monitoring, inbox management and customer communication. This is an excellent opportunity for an organised and customer-focused individual with experience within social housing, complaints administration or customer services who is looking to support the delivery of an effective complaints service. Key Responsibilities Receive, acknowledge and log customer complaints accurately and within required timescales. Ensure complaints are recorded and managed in accordance with the Housing Ombudsman Complaint Handling Code. Manage a high-volume complaints inbox, ensuring all enquiries are allocated and responded to appropriately. Handle correspondence received from residents, MPs, councillors and other stakeholders. Maintain accurate records and complaint data across digital systems. Monitor complaint deadlines and support the team in meeting service KPIs and compliance ..... full job details .....