Customer Resolution Officer

Barnet Homes - Part of The Barnet Group
Colindale, London (Greater)
Closing date
1 Nov 2021

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Community and Customer Services
Full Time
Organisation Type
Council owned company
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Job Details

Job Title: Customer Resolution Officer (Complaints)
Location: Customer Experience (Operations), Colindale
Salary:     £29,000 per annum
Hours:     37.5 per week
Term:       Permanent

Over the past year we have changed the way we provide services to make it easier for our housing customers to get what they need from us, including through equipping our Customer Contact team to assist with a wider range of enquiries at first contact. To further improve customer experience, we are creating a Customer Resolution Team that will lead on responding to complaints, correspondence and escalated enquiries and issues. The team will ensure that we take learning from complaints and other customer insight to drive service improvement.

Based in the new team, the Customer Resolution Officer (Complaints) will lead on the management of complaints, Members’ Enquiries, freedom of information requests (FOIs) and the resolution of complex customer issues for services within Operations. The key purpose of the role is to provide an excellent service to customers who have complaints or complex issues. The Customer Resolution Officer will ensure that customers’ concerns are fully understood, and that they are addressed comprehensively and quickly in way that helps our customers and minimises further issues. The Customer Resolution Officer will also play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.

We are looking for people who:

  • have excellent customer service and communications skills with the ability to assist customers facing difficulties in a way that ensures customers feel listened to, informed, updated and reassured
  • are proactive problem-solvers who work effectively with colleagues to understand and address issues for customers, ensuring information and solutions are provided quickly and comprehensively
  • are enthusiastic and able to learn quickly about new areas (including legislation, policy and process), and are passionate about improving services through identifying learning from problems that customers have experienced.

Closing date:      1 October 2021

Interview date:   TBC


You will receive a Flexible benefit allowance of 5% of your base salary. Flexible benefits are hosted by AON and will allow you to choose from a variety of benefits.

Supporting Documents for Customer Resolution Officer


The Barnet Group

The Barnet Group is a local authority trading company created in February 2012. We are owned by Barnet Council.

What the Barnet Group offers

We are the parent company to:

  • Barnet Homes – this manages the borough’s 15,000 council homes on behalf of Barnet Council. It also works to prevent homelessness and allocates homes to social housing applicants.
  • Your Choice Barnet – an adult social care company that provides services to adults with learning and physical disabilities.

We combine a public sector ethos with a private sector commercial focus.

We also offer services to the wider community. These include an Assist emergency alarm service and a let2barnet lettings service for private landlords.

Barnet Homes

As one of the first local authority trading companies to be created, The Barnet Group (TBG) has blazed a trail in terms of growth and innovation in the housing sector and beyond, and we are ambitious for more. We have grown from 250 employees to over 400 and now manage over 15,000 properties, in addition to delivering the Council’s homelessness service and housing options. We also have Your Choice Barnet (providing specialist care and support to adults with a range of mental and physical disabilities) and have a turnover of around £70 million. We have recently begun a 500-home development programme with some of these homes to be delivered by creating a Registered Provider within the Group.

TBG is proud to be one of the Top 20 UK social housing landlords and an enjoyable place to work. We have a stretching but supportive culture and an excellent relationship with both the Council and the Board. The future of TBG is secure, with a new ten year management agreement for Barnet Homes commencing in April 2016 and a new five year agreement for Your Choice Barnet commencing in February 2017.

We are a fast growing and dynamic organisation and are looking for an ambitious and innovative candidate who has the ability to work at a senior level within a complex organisation.

Find Us
0208 359 2798
The Barnet Group
2 Bristol Avenue
United Kingdom
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