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Leasehold Customer Resolution OfficerService Care Solutions • Ealing, ENG, GB
Leasehold Customer Resolution Officer

Leasehold Customer Resolution Officer

Service Care Solutions • Ealing, ENG, GB
27 days ago
Job type
  • Temporary
Job description

Job Description

Job title: Leasehold Customer Resolution Officer \n
Location: Ealing, London W5 - Hybrid\n
Start Date: ASAP \n
Contract Type: Temporary 6 months\n
Weekly Hours: 35 hours per week\n
\n
Job Purpose \n
\n
\n We're currently recruiting for a Leasehold Customer Resolution Officer to join a leading housing organisation on an initial 6-month temporary contract.\n
\n
\n 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.\n
\n
\n 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.\n
\n
Key Responsibilities:\n
\n
    \n
  • Support the investigation and resolution of customer complaints.
    • \n
  • Engage with residents to understand the history, impact and root cause of reported issues.
    • \n
  • Liaise with operational teams, contractors and stakeholders to gather evidence and coordinate investigations.
    • \n
  • Monitor actions arising from complaints, ensuring agreed timescales are met.
    • \n
  • Analyse complaint trends, identify recurring issues and contribute to service improvement initiatives.
    • \n
  • Produce clear reports and investigation findings to support complaint responses.
    • \n
  • Build effective working relationships across the organisation to deliver positive customer outcomes.
    • \n
  • Ensure complaint handling activities comply with housing regulations, company procedures and service standards.
    • \n
Candidate Profile\n
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    \n
  • Experience supporting complaint investigations or customer resolutions within housing or another regulated environment.
    • \n
  • Or experience in leasehold or property management with a strong customer focus.
    • \n
  • Excellent investigation and problem-solving skills.
    • \n
  • The ability to identify root causes and recommend service improvements.
    • \n
  • Strong written and verbal communication skills.
    • \n
  • Experience working collaboratively with internal teams and external stakeholders.
    • \n
\n
\n If you are interested in this position and meet the above criteria, please send your CV now for consideration.\n
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\n 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
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Leasehold Customer Resolution Officer • Ealing, ENG, GB

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