Resolutions Assignment Officer

Role Title: Resolutions Assignment Officer  

Hours: 35 hours per week, Monday–Friday 

Salary: £29,072 - £36,340 (salary dependent on experience) 

Contract: Permanent 

Location: Dartford / Agile

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 make sure cases are managed efficiently, workloads are balanced, and customers receive a fair and timely response.

You’ll support the resolution process by preparing evidence packs, carrying out risk assessments, and maintaining accurate records to ensure every case is compliant and auditable. When required, you’ll also lead investigations yourself, working closely with customers to understand their concerns and recommend fair, proportionate outcomes.

Insight plays a key part in this role. You’ll capture themes and root causes from complaints, helping us learn from experience and drive improvements across our services.

We’re looking for someone with strong organisation and communication skills, excellent attention to detail, and a genuine commitment to fairness and customer care. Experience in complaint handling or customer service, particularly in housing or the public sector, would be an advantage.

If you’re passionate about making a difference and ensuring every voice is heard, this is your opportunity to play a vital role in how we respond, resolve, and improve.

For more information please take a look at the job description: resolutions-assignment-officer.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 10^th 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