Customer Resolution Officer

Customer Experience Coordinator

Location: Kent
Contract: Temporary until April 2027
Hours: Full Time
Rate: Up to £26 per hour

We are currently recruiting for a Customer Experience Coordinator to join a Housing Association based in Kent on a temporary contract until March 2027.

This role sits within the Customer Experience team and is focused on ensuring complaints are accurately logged, tracked and administered in line with the Housing Ombudsman Complaint Handling Code. Unlike a traditional complaints investigation role, this position is centred around complaint administration, compliance monitoring, inbox management and customer communication.

This is an excellent opportunity for an organised and customer-focused individual with experience within social housing, complaints administration or customer services who is looking to support the delivery of an effective complaints service.

• Receive, acknowledge and log customer complaints accurately and within required timescales.
• Ensure complaints are recorded and managed in accordance with the Housing Ombudsman Complaint Handling Code.
• Manage a high-volume complaints inbox, ensuring all enquiries are allocated and responded to appropriately.
• Handle correspondence received from residents, MPs, councillors and other stakeholders.
• Maintain accurate records and complaint data across digital systems.
• Monitor complaint deadlines and support the team in meeting service KPIs and compliance requirements.
• Process compensation requisition forms and maintain associated records.
• Support the wider Customer Experience team with complaint-related administration and reporting.
• Use SharePoint and other digital systems to organise documentation and manage workflows.
• Assist with tracking complaint trends and producing management information where required.
• Ensure all customer interactions are handled professionally, empathetically and in line with organisational standards.

To be successful in this role, you will have:

• Previous experience working within a Housing Association, Local Authority or social housing environment.
• Experience in complaints administration, customer service coordination or case management.
• An understanding of the Housing Ombudsman Complaint Handling Code.
• Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience managing busy inboxes and maintaining accurate records.
• Strong written and verbal communication skills.
• Confidence working with digital systems, including SharePoint and case management databases.
• A keen eye for detail and a commitment to maintaining compliance and service standards.
• The ability to work collaboratively with internal teams and external stakeholders.

• Up to £26 per hour
• Full-time position
• Temporary contract until April 2027
• Opportunity to join a well-established Housing Association
• Supportive and collaborative working environment
• Valuable experience within a busy Customer Experience team