Moat Homes
Resolutions Assignment Officer
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Resolutions Assignment Officer
Resolutions Assignment Officer
Hours: 28 hours per week
Salary: £23,258 – £29,072 per annum (salary dependent on experience)
Contract: 6 Months Fixed Term Contract
Location: Dartford / Agile
About the Role
We’re committed to listening to our customers, learning from their experiences, and using every piece of feedback to make our services better.
As a Resolutions Assignment Officer, you’ll be the first point of contact for incoming complaints, assessing, triaging, and allocating them to the right Resolutions Partner. You’ll ensure cases are managed efficiently, workloads are balanced, and customers receive a fair and timely response.
Your responsibilities will include:
- Supporting the resolution process by preparing evidence packs
- Conducting risk assessments
- Maintaining accurate records to ensure compliance and audibility
- Leading investigations when required
- Collaborating closely with customers to address concerns and recommend fair, proportionate outcomes
- Capturing themes and root causes from complaints to guide service improvements
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Requirements
We’re looking for someone with:
- Strong organisation and communication skills
- An excellent attention to detail
- A genuine commitment to fairness and customer care
- Previous experience in complaint handling or customer service—especially in housing or the public sector—would be advantageous
If This Sounds Like You...
If you’re passionate about making a difference and ensuring every voice is heard, this role offers the chance to play a vital part in shaping how we respond, resolve, and improve.
For further details, visit: resolutions-assignment-officer.pdf
About Us
At Moat, we’re more than just a housing association—we’re a community-focused organisation dedicated to making a positive impact on the people and neighbourhoods we serve. Our homes span across London, Kent, Essex, and Sussex.
Our core values drive our work:
- Own it: Accountability ensures we deliver on our promises.
- Better together: Collaboration strengthens our outcomes.
- Lead by example: We set high standards through integrity and excellence.
- Be the change: We embrace innovation to address challenges creatively.
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Why Join Moat?
By working here, you’ll be part of a supportive team with:
- Competitive salaries
- Generous time off provisions
- Numerous opportunities for personal and professional growth
Moat is proud to have been named one of ‘The Sunday Times Best Places to Work’ in 2025. External recognition from employees underscores our commitment to a positive workplace.
Next Steps
If you’re ready to make an impact, apply by filling out the online form on our website by 11pm on Wednesday 15 July 2026.
Application Tips
Provide as much detail as possible to help us understand your:
- Interest in the role
- Relevant experience, skills, and qualities
- How you align with our team
For any recruitment adjustments, email: people@moat.co.uk
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