Job Description

Customer Resolution Officer

Waterfront Point, Widnes

Full-Time, Fixed Term Contract

Here at Halton Housing, we are looking for an experienced Customer Resolution Officer to work across our vibrant organisation.

Hours: 37 hours per week (Monday - Friday)

Duration: Fixed Term (until January 2027)

What You’ll Do:

* Support and manage customer complaints, ensuring they are logged, investigated and resolved within agreed timeframes

* Gather evidence and work with colleagues to deliver fair, clear outcomes

* Manage escalations and complex cases, coordinating with internal teams where needed

* Act as a first point of contact for disrepair claims, maintaining accurate records and providing updates

* Coordinate actions arising from cases, including works and external responses

* Capture learning from complaints and contribute to continuous service improvement

What You’ll Need:

* Experience in a customer service, complaints, disrepair or resolutions role with a strong focus on delivering excellent customer outcomes

* Strong communication skills with the ability to influence, challenge constructively and handle sensitive conversations with empathy

* Good problem-solving skills, with the ability to manage competing priorities and deliver to targets

* Ability to analyse data, identify trends and contribute to reporting and improvements

* Confidence using Microsoft Office tools including Teams, Excel, Word and PowerPoint

* Knowledge of the Housing Ombudsman Complaint Handling Code

What You’ll Get:

* 30 day holiday entitlement (increasing to 33 days after 3 years’ service), plus bank holidays

* Opportunity to buy or sell holidays

* Competitive salary

* Electric Vehicle Salary Sacrifice Scheme

* Flexible and Hybrid working

* Supported training and development opportunities

* Health and Wellbeing Cash Plan

* Competitive Pension Scheme

If you want to work in a role that makes a real impact on improving people’s lives and you know you’d be a great fit, please apply today!

We may close this vacancy early if we receive a high number of applications, so we encourage you to apply as soon as possible.

The Company

An innovative housing provider, with customers at the heart of everything we do.

We're an award-winning housing association, with over 7,000 homes across Runcorn and Widnes in Cheshire, and now expanding geographically across the North West.

We're known for our innovative approach - strengthening our reputation as a landlord of choice in the borough and beyond.

Role closes: 8th July 2026