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Job Title
Senior Customer Resolutions Officer
Organisation
Orwell Housing Association Ltd
Job Description
Senior Customer Resolutions Officer
£35,000 per year
37 hours per week; Permanent
Monday – Friday
Ipswich/ Hybrid
Ref: IP354

Join us in making a positive, lasting impact for our service users.

Are you an experienced customer service professional with a passion for delivering fair, timely, and empathetic resolutions?

Here at Orwell Housing, we’re committed to putting our customers at the heart of everything we do.

We are looking for a Senior Customer Resolutions Officer to lead the way in managing complex complaints ensuring every customer feels heard and respected. This is a new and varied role within the organisation, and you have the chance to play a key part in transforming customer experiences across our communities.

Key Responsibilities:
As part of this role, the Senior Customer Resolutions Officer’s key responsibilities include…

  • Managing, supporting and guiding the Customer Resolution Team in all aspects of delivery with the aim of providing exceptional customer service. Promoting continuous learning and improvements in service delivery.
  • Leading on working collaboratively with all customers, colleagues, external partners, agencies and contractors to ensure the customer experience is positive.
  • Promoting a positive complaint handling culture within Orwell and to take ownership of customer resolutions.
  • Regularly reporting back on wider learning and improvements from complaints and the customer feedback gathered by the Customer Resolutions Team.
  • Providing induction, training, guidance and support to colleagues in terms of customer resolutions. Contribute to projects, software systems and solutions that impact on Orwell’s customer experience.
  • Working closely alongside the Customer Experience Team to ensure the customer is given an outstanding service, continuously working together to improve customer satisfaction.

    Person Specification…
  • 5 GCSEs grades 9– 4 or equivalent including English Language and Maths, is essential.
  • NVQ 4 Certificate/Diploma in Customer Service (or equivalent) is desirable
  • Leadership qualification or willingness to gain a qualification in the Orwell Academy
  • Microsoft Office suite training is desirable

    Why Join Orwell? 
    As well as our inclusive culture and passion for our PACE values, we offer a broad range of benefits including:

  • 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: 18th June 2025

    Before applying…

    Please note Orwell Housing Association does not provide visa sponsorship. 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 there’s a barrier to you applying for any of our roles, we’d like to remove it so please get in touch with our Talent team either by giving them a call (01473 228782) or emailing work@orwell-housing.co.uk.

    Orwell Housing Association Limited collects and processes personal data in accordance with applicable data protection laws.  Please see the privacy notice - https://www.orwell-housing.co.uk/about-us/privacy-policy/

    By applying to this job you agree you have read, understand and accept the content of the Privacy Notice – https://www.orwell-housing.co.uk/about-us/privacy-policy/ consent to the processing of your data as part of this application.

    For more information and guidance, check out our career hub - Career Hub

    • Job Summary
    • Location

      Ipswich/ Hybrid

    • Organization

      Orwell Housing Association Ltd

    • Job Type

      Customers and Communities

    • Salary

      £35,000 per year

    • Closing Date

      30/06/2025

    • Reference ID

      35603

    • Documents

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