Customer Resolutions Officer - Ipswich

£30,162.98 per year
37 hours per week; Permanent
Monday - Friday
Ipswich/ Hybrid working (Regular office attendance required during training period. Minimum of 2 days in the office and as required after initial training)
Ref: IP376

Are you passionate about making a real difference? We are looking for a Customer Resolutions Officer to join our team and work collaboratively with colleagues and external partners to respond to, administer and monitor complaints in line with the Housing Ombudsman Complaints Handling Code. In this role, you will help us learn and improve by sharing key themes from customer feedback across the organisation, supporting positive change and enhancing the overall customer experience. We are seeking someone who communicates clearly and confidently, providing prompt, accurate and accessible information and guidance that meets the diverse needs of Orwell's customers. If this feels like the right fit, we would love to hear from you!

As a Customer Resolutions Officer, your main responsibilities will include:

• Communicating clearly and effectively, and working collaboratively with customers, colleagues, external partners, agencies and contractors to support a positive, efficient and smooth customer journey.
• Offering fair and thoughtful resolutions to customer complaints and complex cases, using sound judgement to understand, assess and manage issues to achieve satisfactory outcomes.
• Acting with integrity, fairness and consistency in all decisions and service delivery, helping to build strong relationships and trust with our customers.
• Providing timely, positive resolutions and ensuring customers are kept fully informed throughout the progress of complaints and complex matters.
• Delivering services in a clear, accessible and inclusive way that meets the diverse needs of our customers and communities, always showing empathy and understanding.

Experience we are looking for:

• Experience handling customer complaints, preferably within housing, customer service, or regulated environments.
• Strong understanding of fair investigation principles and customer-centric decision-making.
• Excellent written and verbal communication skills, with the ability to tailor information to diverse customer needs.
• Ability to work collaboratively with colleagues and external partners, building strong working relationships.
• Proven ability to manage competing priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
• Competent in using case management or CRM systems, with strong administrative and record-keeping skills.
• Ability to identify themes and root causes from complaints data and contribute to service improvement.

Person Specification:

• 5 GCSEs grades 9-4 or equivalent including English and Maths, is essential.
• Microsoft Office suite training is desirable.

The Benefits of working with Orwell:

• 22 days annual leave (pro rata) plus bank holidays.
• Reward and recognition awards.
• Cashback Health plan.
• Access to Blue Light Card - membership fees apply.
• Ongoing training and development & opportunities to progress in your role through the Orwell Academy.
• Wellbeing programme.

Interview Date: 27th & 30th March 2026

Before applying, please note Orwell is committed to safeguarding, safer employment practices and upholding the principles of empowerment. You must be eligible to work in the UK to apply. You will be required to provide the relevant right to work documentation if successfully appointed to the role.

Orwell is proud to be a Disability Confident Leader. We believe in creating an accessible and supportive environment, where every team member can thrive and contribute. Join us in our commitment to building a workplace that celebrates diversity and empowers all individuals to reach their full potential. We actively welcome applications from candidates with disabilities and are dedicated to making reasonable adjustments throughout the recruitment process to ensure equal access and opportunity for all.

If you are excited about this opportunity but don’t meet every listed qualification, we still encourage you to apply anyway. Your unique experiences, perspectives, skills and most importantly your alignment with our culture and values could be exactly what we are looking for. We are committed to building an inclusive workplace where everyone feels valued, respected and supported to succeed.

If there is anything that might prevent you from applying for one of our roles, we want to help remove that barrier. Please contact our Talent team by calling 01473 228782 or emailing work@orwell-housing.co.uk.