Customer Resolutions Officer (6 Month Fixed Term Contract)

Watford

37 hours per week (requests for part-time work considered)

The Vacancy

Introduction to the role

Do you want to make a difference? We work with our customers and communities to change lives, and we’re looking for a highly motivated individual to join our Operations directorate as a Customer Resolutions Officer.

As part of our Customer experience team, you will be responsible for providing excellent customer care by being an ambassador for the customer and championing this across other teams.

The successful candidate will take personal responsibility to ensure delivery of a high standard of customer service that is responsive to customer needs, meets the Organisation’s service standards and proactively keeps customers and stakeholders informed of progress.

You’ll work effectively and proactively with colleagues to achieve the best service possible for our customer in their homes.

What’s the role?

You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of complaint handling and an understanding of social housing. You will have a background in customer service and knowledge of the housing or construction sectors would be a distinct advantage.

Key Accountabilities:

• Have proactive communication with our customers across a range of outlets; telephone, text, email and letter

• Ensure the logging and monitoring of feedback on the housing management system, ensuring requests and complaints are dealt with promptly and appropriately

• Visit customers in their home to deal with complaints/requests

• Collate and report on customer satisfaction across all services

• Work collaboratively with all stakeholders across the business

What are we looking for?

Essential:

• Full drivers licence and access to a car

• Satisfactory DBS check

• Ability to use IT systems, particularly Word and Excel to accurately input, record and extract data

• Excellent communication and interpersonal skills with a strong customer focus

• Ability to work as part of a team with a positive and proactive attitude to change

• Experience in a customer service environment dealing with complaints

• Planned/responsive repairs knowledge/experience

What can we offer you?

• 28 days’ annual leave (pro rata)

• Employer pension contribution of up to 11%

• Development opportunities

• Comprehensive employee rewards scheme

How we work

We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

How to apply

If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.

Closing date: 5th August 2026

Interviews: To be confirmed

(Please note we reserve the right to close the vacancy early if we receive a large response.)