Customer Service Resolution Officer (Contact Centre)

Location: Stafford (Office Based)
Pay Rate: £15.02 per hour PAYE | £18.26 per hour Umbrella
Contract: Temporary (Initially 3 Months with the view to extension and permanent opportunities)
Hours: 36 hours per week

Temporary Working Hours:

Monday to Thursday: 8:30am – 5:00pm
Friday: 8:30am – 4:00pm

Permanent Opportunity:
Should permanent positions become available, the salary will increase to £32,349.96 per annum, with working hours operating on a rota between 8:00am and 8:00pm, seven days a week.

The Role

We are currently recruiting for a Customer Service Resolution Officer to join a well-established Housing Association based in Stafford. This is an exciting opportunity to become part of a busy Contact Centre, delivering exceptional customer service and resolving enquiries at the first point of contact.

Working within the Customer Experience team, you will provide a professional, empathetic and efficient service across multiple communication channels while supporting customers with repairs, housing enquiries and general service requests. This role is ideal for candidates who thrive in a fast-paced customer-focused environment and enjoy problem solving.

Key Responsibilities

Deliver a high-quality first point of contact service via telephone and digital communication channels.
Resolve customer enquiries efficiently whilst providing excellent customer service.
Accurately record customer interactions, ensuring all information is updated within internal systems.
Schedule responsive repairs and coordinate Same Day Repairs using internal resources.
Process a variety of customer service workflows including repairs, damp, mould and condensation follow-on works.
Ensure enquiries are managed in accordance with quality standards and internal procedures.
Identify service failures and opportunities for continuous improvement.
Escalate complex enquiries where appropriate whilst aiming to achieve first contact resolution.
Recognise safeguarding concerns, vulnerable customers and tenancy risks, escalating appropriately.
Log complaints accurately and support customers through the complaints process.
Carry out administrative duties to support the wider Customer Experience Directorate.
Maintain GDPR and PCI compliance at all times.
Work collaboratively with colleagues to resolve challenging customer enquiries.
Contribute positively to a customer-first culture whilst demonstrating professionalism and empathy.

About You

Previous experience working within a Customer Service environment (Essential).
Experience working within a Contact Centre or Repairs environment (Desirable).
Passion for delivering outstanding customer service.
Excellent verbal and written communication skills.
Strong problem-solving and conflict resolution abilities.
Ability to remain calm under pressure and manage difficult conversations professionally.
Good organisational skills with the ability to prioritise a busy workload.
Confident using IT systems and able to learn new software quickly.
Ability to multitask whilst maintaining accuracy.
Understanding of diverse customer needs and delivering an inclusive service.
Experience within Housing, Social Housing or Property Services would be advantageous.

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Customer Service Resolution Officer