Customer Resolutions Officer

Role Title: Customer Resolutions Officer

Hours: 35 hours per week, Monday-Friday

Salary: £31,796 to £39,745 per annum plus £2272 car allowance (salary offered dependent on experience)

Contract: Permanent

Location: Dartford/Agile

Interviews will take place on 3^rd and 4^th June 2025

We’re excited to be recruiting a Customer Resolutions Officer to join our team and help us continue building a fair, accountable, and customer-first complaints service. In this role, you’ll provide an efficient, effective, and driven approach to complaint resolution, with a strong focus on learning and improvement. You’ll work collaboratively across the organisation to ensure all complaints are considered from both the customer’s and the business’s perspective.

This is an opportunity to shape positive outcomes for our customers while playing a vital part in our journey to becoming Customer Pioneers by 2026 — viewing ourselves through the eyes of our customers and putting their voices at the heart of everything we do.

What we’re looking for:

We’re seeking a resilient, solutions-focused, and adaptable professional with previous experience dealing with complaints and handling Housing Ombudsman cases. You will be confident working with diverse customers, understand how to identify root causes, and be comfortable drafting and coordinating complex complaint responses.

Key Requirements:

• Strong background in formal complaints handling
• Experience of handling Housing Ombudsman cases, ideally including collating investigation packs
• An understanding of root cause analysis and continuous service improvement
• Excellent written and verbal communication skills
• High attention to detail
• Understanding of the Housing Ombudsman Complaint Handling Code and GDPR
• Confident working in Microsoft Office and Dynamics CRM

Working arrangements:

• Agile working is supported
• For the first 3 months, you’ll be expected to work 4 days per week in the office
• Some travel to local offices and customer homes will be required

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 2024, 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 careers 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. For more information, please see here the full job description: customer-resolutions-officer-_.pdf

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:

Instagram: @moathomes

Facebook: Moat Homes

Ready to make an impact?

If this sounds like the role for you, apply by 11pm on Thursday 22 May 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