Customer Escalation Officer

About the role

This temporary position supports the Escalation Team in delivering high‑quality service to residents. You will act as the voice of the business, handling complex and sensitive customer issues while working in a hybrid environment.

Key responsibilities

• Liaise with internal teams and contractors to investigate and resolve escalated issues promptly.
• Manage a varied caseload of complex escalations from the executive team.
• Draft high‑quality written responses that reflect the organisation’s values.
• Provide reassurance and clear communication to residents.
• Identify trends from escalations and contribute to service improvement initiatives.
• Undertake project work as required.

Required profile

• Proven experience in a customer‑facing role, preferably with complaint handling.
• Excellent written and verbal communication skills.
• Strong relationship‑management or stakeholder‑engagement abilities.
• Ability to work independently and prioritize a diverse workload.

Required skills

What we offer

• £17.56 per hour (visible salary).
• Hybrid working – 1‑2 days in the Stratford office, 3‑4 days remote.
• Temporary contract for up to 12 weeks with potential for permanent placement based on performance.