Job Introduction
Job Title: Resolution Officer
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)
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. 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. Please see our HPG Benefits page for more information.
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.
