Customer Resolution Officer

Customer Resolution Officer Waterfront Point, Widnes Full-Time, Fixed Term Contract Here at Halton Housing, we are looking for an experienced Customer Resolution Officer to work across our vibrant organisation. Hours: 37 hours per week (Monday - Friday) Duration: Fixed Term (until January 2027) What You ll Do: Support and manage customer complaints, ensuring they are logged, investigated and resolved within agreed timeframes Gather evidence and work with colleagues to deliver fair, clear outcomes Manage escalations and complex cases, coordinating with internal teams where needed Act as a first point of contact for disrepair claims, maintaining accurate records and providing updates Coordinate actions arising from cases, including works and external responses Capture learning from complaints and contribute to continuous service improvement What You ll Need: Experience in a customer service, complaints, disrepair or resolutions role with a strong focus on delivering excellent customer outcomes Strong communication skills with the ability to influence, challenge constructively and handle sensitive conversations with empathy Good problem-solving skills, with the ability to manage competing priorities and deliver to targets Ability to analyse data, identify trends and contribute to reporting and improvements Confidence using Microsoft Office tools including Teams, Excel, Word and PowerPoint Knowledge of the Housing Ombudsman Complaint ..... full job details .....