Resolutions Partner

Role Title: Resolutions Partner 

Hours: 35 hours per week, Monday–Friday 

Salary: £35,129 - £43,911 (salary dependent on experience) 

Contract: Permanent 

Location: Dartford / Agile

We’re committed to providing an excellent customer experience, one that listens, learns, and leads to real change. When customers raise concerns, we see it as an opportunity to make things right and continuously improve the way we deliver our services.

As a Resolutions Partner, you’ll play a central role in investigating and resolving customer complaints, ensuring each one is handled fairly, thoroughly, and in line with the Housing Ombudsman Complaint Handling Code. Acting as the key point of contact for a partnered business area, you’ll lead investigations from start to finish, engaging with customers directly, working with colleagues across teams, and recommending proportionate, evidence-based remedies that deliver fair outcomes.

You’ll manage your own caseload, maintaining clear communication with customers and stakeholders throughout, while identifying themes and root causes that inform long-term service improvement. By collaborating with your partnered area, you’ll help turn insight into meaningful change, ensuring lessons are embedded and future complaints are reduced.

We’re looking for someone with excellent communication and organisational skills, a strong sense of fairness, and the ability to handle sensitive situations with professionalism and empathy. Experience in complaint handling or customer service, ideally within social housing or the public sector will help you succeed, as will a keen eye for detail and a commitment to continuous learning.

This is a rewarding opportunity to make a real difference, helping customers feel heard and ensuring every resolution strengthens how we work.

For more information please take a look at the job description: resolutions-partner.pdf

Why join us?

We’re one of the top 30 housing associations in England, with homes across London, Kent, Essex, and Sussex. Our purpose is to open doors to better lives for our customers — and we know this begins with excellent complaint handling.

We’re proud to have been recognised as one of The Sunday Times Best Places to Work 2025, based on our own employees’ feedback. Join us and help shape a fairer, more transparent housing experience for all.

To apply, please complete our application form in full via our career's website (see link below). As we use anonymous recruitment and do not accept CVs, it’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.

This is an exciting opportunity to step into a role where you’ll make a real impact.

In return, you’ll receive:

Excellent benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)

Want to know more about Moat?

Follow us on social media to see the latest updates and hear from our employees:

LinkedIn: @moathomes

Facebook: Moat Homes

Ready to make an impact?

If this sounds like the role for you, apply by 11pm on 11 November 2025 and be part of something bigger!

We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!

If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk