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, pension scheme, and health perks.
- 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: Telford
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 an 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)
Please see the job description for the full list of essential and desirable criteria.
We can offer you:
- A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available.
- 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.
- 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:
If you need any support 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 in Telford employer: Wrekin Housing Group
At Housing Plus Group, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises the well-being of our staff and residents alike. Located in the picturesque Church Stretton, our Maintenance Engineer role provides not only competitive benefits such as a contributory pension scheme and comprehensive training opportunities but also the chance to make a meaningful impact in the lives of our residents. Join us to be part of a dedicated team that values independence, dignity, and personal growth in a nurturing environment.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Officer in Telford
✨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, and think about how you can align your experience with what they stand for. This will show them you're genuinely interested.
✨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 or family member to build your confidence in handling different situations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past work where you've successfully resolved issues for customers. Be ready to share these stories during your interview to demonstrate your ability to handle challenges.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Resolution Officer in Telford
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer service. We want to see how you've put customers first in your previous roles, so share specific examples that demonstrate your problem-solving skills and ability to empathise.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and requirements mentioned in the job description. This shows us you’re genuinely interested in the Resolution Officer role.
Be Professional Yet Friendly:Since you'll be dealing with customers, it's important to convey a friendly yet professional tone in your written application. Let your personality shine through while maintaining a level of professionalism that aligns with our company culture.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s straightforward and ensures your application gets to the right place quickly. Plus, it’s a great way to explore more about us!
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. Be ready to discuss your previous experiences and how you’ve handled customer queries or complaints. Highlight your ability to empathise and show patience, as these are key traits for a Resolution Officer.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved issues in the past. Think about specific situations where you diffused a heated situation or turned a negative experience into a positive one. This will demonstrate your capability to handle challenges effectively.
✨Familiarise Yourself with the Company Values
Understand the values of the company and be ready to explain how you embody them. They’re looking for someone who can 'Own it', 'Improve it', and 'Live it'. Relate your personal experiences to these behaviours during the interview to show you’re a great fit.
✨Practice Your Communication Skills
Since strong communication is essential for this role, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend or family member to get comfortable with expressing yourself in a friendly and professional manner.
