Customer Resolutions Officer

Customer Resolutions Officer

£30,162.98 per year

37 hours per week;
Permanent

Monday - Friday

Ipswich/ Hybrid working

(Regular office attendance required during training period. Minimum of 2 days in the office and as required after initial training)

We're looking for a Customer Resolutions Officer to join our team and work collaboratively with colleagues and external partners to respond to, administer and monitor complaints in line with the Housing Ombudsman Complaints Handling Code.

In this role, you'll help us learn and improve by sharing key themes from customer feedback across the organisation, supporting positive change and enhancing the overall customer experience. We're seeking someone who communicates clearly and confidently, providing prompt, accurate and accessible information and guidance that meets the diverse needs of Orwell's customers.

• Communicating clearly and effectively, and working collaboratively with customers, colleagues, external partners, agencies and contractors to support a positive, efficient and smooth customer journey.
• Offering fair and thoughtful resolutions to customer complaints and complex cases, using sound judgement to understand, assess and manage issues to achieve satisfactory outcomes.
• Acting with integrity, fairness and consistency in all decisions and service delivery, helping to build strong relationships and trust with our customers.
• Providing timely, positive resolutions and ensuring customers are kept fully informed throughout the progress of complaints and complex matters.
• Delivering services in a clear, accessible and inclusive way that meets the diverse needs of our customers and communities, always showing empathy and understanding.

• Experience handling customer complaints, preferably within housing, customer service, or regulated environments.
• Strong understanding of fair investigation principles and customer‑centric decision‑making.
• Excellent written and verbal communication skills, with the ability to tailor information to diverse customer needs.
• Ability to work collaboratively with colleagues and external partners, building strong working relationships.
• Proven ability to manage competing priorities, meet deadlines, and maintain accuracy in a fast‑paced environment.
• Competent in using case management or CRM systems, with strong administrative and record‑keeping skills.
• Ability to identify themes and root causes from complaints data and contribute to service improvement.

5 GCSEs grades 9- 4 or equivalent including English and Maths, is essential. Microsoft Office suite training is desirable

Alongside our inclusive culture and commitment to our PACE values, we offer a wide range of benefits, including:

• 22 days annual leave (pro rata) plus bank holidays
• Reward and recognition awards
• Cashback Health plan
• Access to Blue Light Card - membership fees apply
• Ongoing training and development & opportunities to progress in your role through the Orwell Academy
• Wellbeing programme

Orwell is committed to safeguarding, safer employment practices and upholding the principles of empowerment.

Please note Orwell Housing Association does not provide visa sponsorship. You must be eligible to work in the UK to apply. You will be required to provide the relevant right to work documentation if successfully appointed to the role.

Orwell is proud to be a Disability Confident Leader. We believe in creating an accessible and supportive environment, where every team member can thrive and contribute. Join us in our commitment to building a workplace that celebrates diversity and empowers all individuals to reach their full potential. We actively welcome applications from candidates with disabilities and are dedicated to making reasonable adjustments throughout the recruitment process to ensure equal access and opportunity for all.

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