Leasehold Customer Resolution Officer

Job title: Leasehold Customer Resolution Officer
Location: Ealing, London W5 - Hybrid
Start Date: ASAP
Contract Type: Temporary 6 months
Weekly Hours: 35 hours per week

Job Purpose

We're currently recruiting for a Leasehold Customer Resolution Officer to join a leading housing organisation on an initial 6-month temporary contract.

This is a fantastic opportunity for an experienced housing professional with a background in complaints or leasehold management. While experience across both areas would be advantageous, we're keen to hear from candidates with a strong background in either discipline.

Working within a customer-focused team, you'll investigate complex resident concerns, work collaboratively with internal teams and contractors, and help deliver fair, timely resolutions while driving continuous service improvement.

Key Responsibilities:

• Support the investigation and resolution of customer complaints.
• Engage with residents to understand the history, impact and root cause of reported issues.
• Liaise with operational teams, contractors and stakeholders to gather evidence and coordinate investigations.
• Monitor actions arising from complaints, ensuring agreed timescales are met.
• Analyse complaint trends, identify recurring issues and contribute to service improvement initiatives.
• Produce clear reports and investigation findings to support complaint responses.
• Build effective working relationships across the organisation to deliver positive customer outcomes.
• Ensure complaint handling activities comply with housing regulations, company procedures and service standards.

Candidate Profile

• Experience supporting complaint investigations or customer resolutions within housing or another regulated environment.
• Or experience in leasehold or property management with a strong customer focus.
• Excellent investigation and problem-solving skills.
• The ability to identify root causes and recommend service improvements.
• Strong written and verbal communication skills.
• Experience working collaboratively with internal teams and external stakeholders.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk