Housing Resolutions Officer

We are currently looking for a Housing Resolutions Officer to join a busy and fast-paced team. This is a great opportunity to play a key role in managing housing-related cases and delivering high-quality outcomes for residents. The role is ideal for someone who is proactive, detail-oriented, and confident handling complex queries in a dynamic environment.

Key Details:

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• Location: London, HA9
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• Working hours: Monday – Friday, standard office hours
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• Duration: Initial 3-month contract
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• Start date: ASAP
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• Pay rates: PAYE £21.41 per hour or Umbrella £28.19 per hour
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Responsibilities:

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• Managing a caseload of housing-related enquiries, ensuring timely and effective resolution in line with service standards
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• Investigating complaints and resolutions cases thoroughly, gathering relevant information and maintaining accurate records
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• Liaising with tenants, internal departments, and external stakeholders to resolve issues and provide clear updates
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• Drafting detailed and professional responses to complaints, ensuring compliance with policies and regulatory requirements
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• Monitoring case progress and ensuring all deadlines and KPIs are met
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• Identifying trends and recurring issues, contributing to service improvements and preventative actions
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• Ensuring all activities are carried out in line with housing policies, procedures, and relevant legislation
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• Providing a high level of customer service at all times, managing sensitive situations with professionalism and empathy
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Skills & Experience:

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• Previous experience in a housing, complaints, or resolutions-based role is essential
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• Experience within a local authority or council housing environment is essential
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• Strong knowledge of housing processes, policies, and best practices
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• Excellent written communication skills, with experience drafting formal responses
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• Strong organisational skills with the ability to manage a busy caseload effectively
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• High attention to detail and accuracy
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• Ability to handle challenging situations and resolve issues in a calm and professional manner
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• Confident working independently as well as part of a team
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• Experience using housing management systems or CRM tools is advantageous
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• A standard DBS check is required for this role
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What’s in it for you?

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• Competitive hourly rates with PAYE and Umbrella options
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• Opportunity to work within a reputable housing organisation
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• Supportive and collaborative team environment
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