Resolutions Officer - Complaints Handling

Contract: Temporary (approx. 4 months)
Hours: Full-time - 35 hours per week
Locations:
* London (Stratford area) - Hybrid 1 day per week
* Manchester (Trafford area) - Hybrid 1 day per week
Pay Rate
* London: £18.07 per hour
* Manchester: £15.87 per hour
The Opportunity
Bridge Recruitment is currently recruiting experienced Resolutions Officers on behalf of a large and well-established housing organisation to support their Customer Relations team with a backlog of complaint cases.
This role focuses on investigating and resolving customer complaints, ensuring responses are clear, fair, and compliant with complaint handling policies and the Housing Ombudsman Complaint Handling Code.
You will manage your own caseload and work closely with internal teams to investigate issues and deliver high-quality written responses to customers.
This is an excellent opportunity for someone with complaints handling experience, particularly within housing, public sector, or regulated environments.
Key Responsibilities
*Manage and investigate a caseload of customer complaint cases
*Draft high-quality written responses, including formal complaint letters and emails
*Communicate with customers via telephone, email and virtual meetings
*Work with internal departments to gather information and support investigations
*Apply complaint handling frameworks and policies when drafting responses
*Ensure responses align with the Housing Ombudsman Complaint Handling Code
*Maintain accurate case records and documentation
*Identify trends within complaints and highlight potential service improvements
*Work in a fast-paced environment while meeting deadlines
About You
We are looking for candidates who have experience managing complaints cases, rather than general customer service queries.
You will ideally have experience within housing, but candidates from other sectors with strong complaints investigation experience will also be considered.
Key Skills & Experience
*Previous complaints handling or resolution experience
*Excellent written communication skills, with experience drafting formal responses
*Strong investigation and problem-solving skills
*Ability to manage multiple cases and competing priorities
*Confident communicating with customers and internal stakeholders
*Strong attention to detail and record keeping
*Comfortable working with multiple IT systems
Please apply with your updated CV