Housing Experience Resolutions Officer
* Hourly Rate: PAYE £25.64, Umbrella £32.03
* Location: Croydon, CR0
* Job Type: Temporary ongoing booking, Hybrid
We are seeking a Housing Experience Resolutions Officer to join our team on an immediate, ongoing temporary basis. This key position within Home Ownership is crucial for leading the effective resolution of customer complaints, ensuring they are managed professionally and within agreed Service Level Agreements (SLAs), while adhering to NHBC standards and regulatory requirements. The role is hybrid, with the office located in Croydon.
Day-to-day of the role:
1. Manage the end-to-end resolution of Stage 1 and 2 complaints within agreed SLA timelines, ensuring outcomes are fair, timely, and customer-focused.
2. Maintain accurate complaint records in accordance with company policies and GDPR requirements, safeguarding data integrity and regulatory compliance.
3. Act as the primary point of contact for escalated complaints referred to the Housing Ombudsman, ensuring compliance with required processes and providing well-evidenced responses.
4. Analyse complaint trends, root causes, and recurring issues, providing senior management with detailed reports on complaint metrics, SLA performance, Ombudsman escalations, and compensation payments to drive continuous service improvements.
5. Conduct quality monitoring of complaints to ensu...