Halton Housing
Customer Resolutions Officer
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Customer Resolutions Officer
# Customer Resolutions Officer
The Vacancy
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 if they are dissatisfied with the service received.
- Log complaints in the CRM system and provide clear explanations of the complaint process and timings.
- Ensure Stage 1 complaints are fully investigated and responded to within required timeframes, policies, and procedures.
- Escalate any issues where there is a potential risk to Health and Safety or safeguarding at the earliest opportunity.
- Examine databases, files, and records; consult with other service areas to gather evidence, establish circumstances around complaints, and complete thorough investigations.
- Communicate with customers to seek further clarification.
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What You’ll Need:
- Experience in customer service, complaints, disrepair, or resolutions roles.
- A demonstrably strong passion for customer experience, resolving customer issues, and learning from complaints.
- Ability to apply a range of skills including:
- Problem-solving
- Influencing
- Negotiation
- Presentation
- Networking
- Clear communication internally and externally, including:
- Constructive challenge
- Giving and receiving feedback
- Strong listening skills, coupled with empathy and an understanding of customer complaints.
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Please apply online via our website as a Customer Resolutions Officer.
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