At a Glance
- Tasks: Provide top-notch customer service and resolve issues efficiently.
- Company: Join one of the West Midlands' largest housing and care providers.
- Benefits: Enjoy 25 days holiday, healthcare perks, and a contributory pension scheme.
- Other info: Be part of an inclusive culture that values diversity and support.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 32350 - 32350 € per year.
Salary: FTE £32,350 per annum
Location: Stafford
Hours: Full time and part time roles available. The contact centre operates between 08:00 and 20:00, seven days a week
Contract: Permanent
About the role:
We currently have a great opportunity for a Resolution Officer to join our team. We're looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services. If you enjoy being part of a supportive, and growing team, this would be the perfect job for you.
Day in the life of a Resolution Officer
As a Resolution Officer, you will be providing a high-quality first contact resolution service to customers via a range of communication methods, in a friendly and professional manner. You will be responsible for delivering the Same Day Repair Service and ensuring that all customer enquiries are managed in line with the Quality Framework, to ensure excellent level of service is delivered.
This Resolution Officer role plays an integral part in Customer Experience Directorate which enables the operational delivery of the following organisational priorities:
- Delivering more for our customers
- Having the capacity to build more homes
- Being a great place to work for our colleagues
- Being a financially resilient business
- Being a key influencer in the region
What we are looking for
- Experience of working in a Customer Service environment (Essential)
- Demonstrates a customer first approach (Essential)
- Strong communications skills, with the ability to empathise and show patience (Essential)
- Excellent problem-solving skills (Essential)
- Ability to diffuse heated situations and work through methodically to resolve issues (Essential)
- Ability to multi-task (Essential)
- Good IT skills, competent with learning new systems quickly (Essential)
- Demonstrates enthusiasm and determination (Essential)
We can offer you
A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme.
About Us
We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home. The way we work is shaped by three simple behaviours:
- Own it – make it happen
- Improve it - move things forward
- Live it – show understanding and compassion
We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.
Our Inclusive Culture:
The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusive isn’t only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.
How to apply
Please hit the Apply Now button to apply online with your up-to-date CV. If you need any supporting submitting your application, please email careers@hpg.org.uk
Closing date: 1st June 2026
Interview date: Week commencing 1st June
We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
We may close this vacancy early if we receive a high volume of applications.
Interviews may take place throughout the advert.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.
This role is also available to internal colleagues as a redeployment opportunity.
Terms and Conditions are subject to review and may be amended from time to time, any changes to benefits advertised would be discussed during offer and onboarding.
Resolution Officer employer: Wrekin Housing Group
The Housing Plus Group is an exceptional employer located in Stafford, offering a supportive and inclusive work environment that prioritises employee well-being and professional growth. With comprehensive training programmes, generous holiday allowances, and a commitment to diversity, employees are empowered to thrive while making a meaningful impact in the community. Join us to be part of a dynamic team dedicated to delivering outstanding customer service and creating homes people are proud to call their own.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Officer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the Housing Plus Group. Understand their values and mission, so you can show how you align with them during your chat.
✨Tip Number 2
Practice your communication skills! As a Resolution Officer, you'll need to be friendly and professional. Try role-playing common customer scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. This will help you stand out as someone who can handle the challenges of the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and making a difference in customer service.
We think you need these skills to ace Resolution Officer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and problem-solving abilities to show us you're the right fit for the Resolution Officer role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about this role. Share specific examples of how you've demonstrated a customer-first approach and your ability to handle challenging situations with empathy and patience.
Showcase Your Communication Skills:Since strong communication is key for this position, ensure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website:Don’t forget to hit that 'Apply Now' button on our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Wrekin Housing Group
✨Know Your Customer Service Basics
Brush up on your customer service principles before the interview. Understand what a 'customer first' approach means and be ready to share examples from your past experiences where you demonstrated this. It’s all about showing that you can empathise and resolve issues effectively.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific situations where you successfully diffused heated situations or solved complex problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how your actions led to positive outcomes.
✨Familiarise Yourself with the Company Values
Take some time to understand the values of the company you're interviewing with. Be ready to explain how your personal values align with theirs, especially around owning your work, improving processes, and showing compassion in customer interactions.
✨Practice Multi-Tasking Scenarios
Since the role requires multi-tasking, think of examples where you've successfully managed multiple tasks at once. You might even want to simulate a scenario during your prep where you handle several customer inquiries simultaneously to demonstrate your capability.
