Resolutions Assignment Officer

Role Title: Resolutions Assignment Officer  

Hours: 28 hours per week

Salary: £23,258 - £29,072 per annum (salary dependent on experience) 

Contract: 6 Months Fixed Term Contract

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

About us

At Moat, we are more than just a housing association; we are a community focused organisation dedicated to making a positive impact on the lives of our customers and the neighbourhoods we serve. With homes across London, Kent, Essex, and Sussex, we strive to provide quality housing and support to those who need it most.

Our Values:

• Own it: We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.
• Better together: We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.
• Lead by example: We strive to set high standards in everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.
• Be the change: We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.

Why join us?

Joining Moat means being part of a friendly team that cares about doing great work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

If you want a rewarding job where you can make a difference and work with a supportive team, Moat is the right place for you!

Are you ready to explore the incredible benefits we offer? In this engaging clip, we break down everything you need to know about our employee benefits. Our employee benefits: what we can offer you (youtube.com)

Interested? We’d love to hear from you!

If you think this role is a good fit for you and you're ready for an exciting new challenge, please fill out the online application form on our website by 11pm on Sunday 14 June 2026. We will reach out via email if we would like to invite you for an interview.

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.

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