Customer Resolutions Officer (6‑Month Fixed‑Term Contract)

About the role

Join the Operations directorate as a Customer Resolutions Officer, supporting our customers and communities in Watford. You will act as an ambassador for customers, ensuring high‑quality service and clear communication across multiple channels.

Key responsibilities

• Communicate proactively with customers via telephone, text, email and letter.
• Log and monitor feedback in the housing management system, handling requests and complaints promptly.
• Visit customers in their homes to resolve complaints and requests.
• Collate and report on customer satisfaction across all services.
• Collaborate with internal stakeholders to deliver the best possible service.

Required profile

• Full driver’s licence and access to a car.
• Satisfactory DBS check.
• Proficiency with IT systems, especially Microsoft Word and Excel.
• Excellent communication and interpersonal skills with a strong customer focus.
• Team‑oriented attitude with a proactive approach to change.
• Experience in a customer‑service environment handling complaints.
• Knowledge or experience of planned/responsive repairs.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• 28 days of annual leave (pro‑rated).
• Employer pension contribution of up to 11%.
• Development opportunities.
• Comprehensive employee rewards scheme.
• Agile, hybrid working model blending office, community and remote work.