Complaint Resolution Officer – Customer Escalations

About the role

Bridge Recruitment is seeking an experienced Complaint Resolution Officer to join a well‑established housing organisation. Working within a busy customer resolution team, you will manage complex escalations, ensuring each issue is investigated thoroughly and resolved professionally.

Key responsibilities

• Manage and resolve complex customer escalations from start to finish.
• Investigate complaints and coordinate responses with internal teams and contractors.
• Produce clear, professional written correspondence and keep customers updated.
• Maintain accurate records using CRM systems and monitor progress against service level targets.
• Build strong relationships with colleagues, contractors and stakeholders.
• Identify trends and contribute to continuous service improvements.

Required profile

• Previous experience in customer service, complaints handling or escalations.
• Excellent written and verbal communication skills.
• Strong organisational ability to prioritise a busy workload.
• Experience working in a fast‑paced environment.
• Ability to work collaboratively across multiple teams.
• Housing sector experience is advantageous but not essential.

Required skills

• Microsoft Office
• CRM systems

What we offer

• Ongoing temporary assignment with potential to become permanent.
• Hybrid working – one day per week in the office (Thursdays).
• Supportive and collaborative team environment.
• Opportunity to make a real difference to customers.
• Immediate start available.