Customer Resolution Officer

Customer Resolution OfficerWaterfront Point, WidnesFull-Time, Fixed Term ContractHere 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 timeframesGather evidence and work with colleagues to deliver fair, clear outcomesManage escalations and complex cases, coordinating with internal teams where neededAct as a first point of contact for disrepair claims, maintaining accurate records and providing updatesCoordinate actions arising from cases, including works and external responsesCapture learning from complaints and contribute to continuous service improvementWhat You''ll Need:Experience in a customer service, complaints, disrepair or resolutions role with a strong focus on delivering excellent customer outcomesStrong communication skills with the ability to influence, challenge constructively and handle sensitive conversations with empathyGood problem-solving skills, with the ability to manage competing priorities and deliver to targetsAbility to analyse data, identify trends and contribute to reporting and improvementsConfidence using Microsoft Office tools including Teams, Excel, Word and PowerPointKnowledge of the Housing Ombudsman Complaint Handling CodeWhat You''ll Get:30 day holiday entitlement ..... full job details .....