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: • Location: London, HA9 • Working hours: Monday – Friday, standard office hours • Duration: Initial 3-month contract • Start date: ASAP • Pay rates: PAYE £21.41 per hour or Umbrella £28.19 per hour Responsibilities: • Managing a caseload of housing-related enquiries, ensuring timely and effective resolution in line with service standards • Investigating complaints and resolutions cases thoroughly, gathering relevant information and maintaining accurate records • Liaising with tenants, internal departments, and external stakeholders to resolve issues and provide clear updates • Drafting detailed and professional responses to complaints, ensuring compliance with policies and regulatory requirements • Monitoring case progress and ensuring all deadlines and KPIs are met • Identifying trends and recurring issues, contributing to service improvements and preventative actions • Ensuring all activities are carried out in line with housing policies, procedures, and relevant legislation • Providing a high level of customer service at all times, managing sensitive situations with professionalism and empathy Skills & Experience: • Previous experience in a housing, complaints, or resolutions-based role is essential • Experience within a local authority or council housing environment is essential • Strong knowledge of housing processes, policies, and best practices • Excellent written communication skills, with experience drafting formal responses • Strong organisational skills with the ability to manage a busy caseload effectively • High attention to detail and accuracy • Ability to handle challenging situations and resolve issues in a calm and professional manner • Confident working independently as well as part of a team • Experience using housing management systems or CRM tools is advantageous • A standard DBS check is required for this role What’s in it for you? • Competitive hourly rates with PAYE and Umbrella options • Opportunity to work within a reputable housing organisation • Supportive and collaborative team environment