East End Homes
Customer Resolution Officer
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About Eastend Homes
Eastend Homes is a community-focused housing provider dedicated to providing local services that meet the needs and aspirations of our residents. We are guided by a clear mission and core values - we are listening, trusted, caring, and constantly improving - to ensure we deliver accountable and empathetic support to our diverse community. We promise a supportive and friendly environment where staff are encouraged to be curious, share ideas, and make a tangible impact, all while being backed by a commitment to personal development and professional accountability.
The Role
As our Customer Resolution Officer, you will lead the management of complaints, Members’ Enquiries, and Freedom of Information requests at our Resolution Plaza Head Office. This is a vital role designed to restore trust; you will provide informal advice to resolve issues before they escalate and lead thorough investigations when formal complaints arise.
You won't just be closing cases; you will be a champion for continuous improvement. By identifying trends and learning opportunities from complaints, you will help us strengthen our services and ensure we always adhere to the Ombudsman Code. Whether you are liaising with external agencies, supporting vulnerable residents, or working alongside colleagues to resolve complex repairs issues, your goal is to provide a positive, helpful, and transparent service that places the resident at the heart of everything we do.
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The Person
- Experienced Investigator: You have a proven track record of investigating and resolving complex complaints, ideally within a social housing or public sector environment.
- Exceptional Communicator: You possess high-level written and verbal skills, with the ability to draft clear, empathetic, and professional responses to customers and stakeholders.
- Customer Champion: You are passionate about achieving successful outcomes and have experience tailoring support for diverse groups, including vulnerable residents and those with English as a second language.
- Analytical Thinker: You have excellent information-gathering skills and the ability to analyse data to identify service improvements and "lessons learned."
- Resilient & Professional: You remain calm under pressure, are self-motivated to meet strict regulatory timescales, and can manage customer expectations in a non-confrontational manner.
- Tech-Savvy: You are proficient in Microsoft Office and experienced in using housing management or CRM systems to record customer contact accurately and in real-time.
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The Benefits
- We offer a supportive and dedicated team environment where hard work and initiative are genuinely recognised.
- As part of our commitment to being "Improving," you will have access to a wide range of learning and development opportunities to further your career in the housing sector.
Salary: £39,835 – £42,155 per annum.
Working Hours: 35 hours per week (Full-time, Permanent).
Generous Benefits: Competitive pension scheme and comprehensive annual leave.
Environment: A culture that values kindness, respect, and local community-based working.
Impact: The opportunity to make a tangible difference in the lives of East London residents.
Eastend Homes is an equal opportunities employer and welcomes applications from all sections of the community.
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