Housing Resolutions Officer (3‑month contract)

About the role

We are seeking a proactive Housing Resolutions Officer to join our fast‑paced team on a three‑month contract. You will manage housing‑related enquiries, investigate complaints and ensure timely, high‑quality outcomes for residents. The role requires strong attention to detail and the ability to work independently in a dynamic environment.

Key responsibilities

• Manage a caseload of housing enquiries and resolve them in line with service standards.
• Investigate complaints thoroughly, gather information and maintain accurate records.
• Liaise with tenants, internal departments and external stakeholders to provide clear updates.
• Draft professional responses ensuring compliance with policies and regulations.
• Monitor case progress, meet deadlines and KPI targets.
• Identify trends, contribute to service improvements and preventative actions.
• Ensure all activities adhere to housing policies, procedures and legislation.

Required profile

• Previous experience in a housing, complaints or resolutions role.
• Experience within a local authority or council housing environment.
• Strong knowledge of housing processes, policies and best practices.
• Excellent written communication and high attention to detail.
• Ability to handle challenging situations with professionalism and empathy.
• Standard DBS check required.

Required skills

• Experience using housing management systems or CRM tools.

What we offer

• Competitive hourly rates – £21.41 / hour PAYE or £28.19 / hour Umbrella.
• Opportunity to work within a reputable housing organisation.
• Supportive and collaborative team environment.