Housing Resolutions Officer


Company:	ESSENTIAL EMPLOYMENT LTD
Salary:	£21.41 to £28.19 an hour
Hours:	Full-time
Location:	North London, HA9 0FJ
Working pattern:	On-site
Job type:	Contract
Posting date:	27 Oct 2026
Closing date:	26 Nov 2026

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Summary

Housing Resolutions Officer needed in North London Paying £21.41 per hr ref 000B 7367 / 1

Full time hours on a temporary basis

Key Responsibilities
- Manage and resolve housing-related enquiries, service requests, and complaints, ensuring a positive customer experience.
- Investigate complex cases by gathering information, reviewing records, and liaising with relevant teams to identify appropriate solutions.
- Act as a central point of contact for customers, providing updates and managing expectations throughout the resolution process.
- Work collaboratively with repairs, maintenance, tenancy, neighbourhood, and customer service teams to resolve issues effectively.
- Prepare clear, accurate, and professional written responses to complaints, enquiries, and escalated cases.
- Identify root causes of recurring issues and recommend improvements to enhance service delivery and customer satisfaction.
- Maintain accurate records of all cases, actions, correspondence, and outcomes using relevant systems and databases.
- Monitor case progress to ensure enquiries and complaints are resolved within agreed service standards and timescales.
- Analyse customer feedback, case trends, and performance data to identify opportunities for continuous improvement.
- Escalate complex or high-risk cases where appropriate and provide recommendations for resolution.
- Support service improvement initiatives by sharing lessons learned and promoting best practice.
- Build and maintain effective relationships with customers, colleagues, contractors, and external stakeholders.
- Provide advice and guidance on housing services, policies, procedures, and available support options.
- Produce reports, correspondence, and management information as required.
- Handle sensitive and confidential information in line with data protection requirements.
- Manage a diverse caseload, prioritising urgent matters and competing deadlines effectively.
- Contribute to improving customer satisfaction, service performance, and operational efficiency.
- Undertake any other duties appropriate to the level of the role.