Customer Resolutions Officer

Here at Halton Housing, we are looking for a proactive and enthusiastic Customer Resolutions Officer to work across our vibrant organisation.

Hours: 37 hours per week

Duration: Fixed Term until January 2027

What You’ll Do:

• Support customers to raise a complaint were dissatisfied with the service received.
• Log complaints in the CRM system & provide customers with a clear explanation of the complaint process & timings.
• Ensure that stage 1 complaints are fully investigated & responded to in line the required times frames, policy, and procedure.
• Escalate any issues raised where there is a potential risk to Health and Safety and safeguarding at the earliest opportunity.
• Examine data bases, files records and consult with other service areas to gather evidence, establish the circumstances around the complaint and complete a thorough investigation.
• Communicate with customers to gain further clarification.

What You’ll Need:

• Experience of working in a customer service, complaints, disrepair or resolutions role
• A demonstrable passion for customer experience, resolving customer issues and learning from complaints
• Able to apply a range of problem solving, influencing, negotiation, presentation, and networking skills
• Able to communicate clearly both internally and externally with ability to constructively challenge and give/receive feedback
• Great listening skills whilst demonstrating empathy and understanding of customer complaints

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