Role Title: Resolutions Assignment Officer

Hours: 35 hours per week MondayFriday

Salary: 29072 - 36340 (salary dependent on experience)

Contract: Permanent

Location: Dartford / Agile

Were committed to listening to our customers learning from their experiences and using every piece of feedback to make our services better.

As a Resolutions Assignment Officer youll be the first point of contact for incoming complaints assessing triaging and allocating them to the right Resolutions Partner. Youll make sure cases are managed efficiently workloads are balanced and customers receive a fair and timely response.

Youll support the resolution process by preparing evidence packs carrying out risk assessments and maintaining accurate records to ensure every case is compliant and auditable. When required youll also lead investigations yourself working closely with customers to understand their concerns and recommend fair proportionate outcomes.

Insight plays a key part in this role. Youll capture themes and root causes from complaints helping us learn from experience and drive improvements across our services.

Were looking for someone with strong organisation and communication skills excellent attention to detail and a genuine commitment to fairness and customer care. Experience in complaint handling or customer service particularly in housing or the public sector would be an advantage.

If youre passionate about making a difference and ensuring every voice is heard this is your opportunity to play a vital role in how we respond resolve and improve.

For more information please take a look at the job description:

Why join us

Were one of the top 30 housing associations in England with homes across London Kent Essex and Sussex. Our purpose is to open doors to better lives for our customers and we know this begins with excellent complaint handling.

Were proud to have been recognised as one of The Sunday Times Best Places to Work 2025 based on our own employees feedback. Join us and help shape a fairer more transparent housing experience for all.

To apply please complete our application form in full via our careers website (see link below). As we use anonymous recruitment and do not accept CVs its really important that you provide as much detail as possible in your application. Were keen to understand your interest in the role and how you meet the requirements so please make full use of the spaces provided to tell us about your experience skills and what makes you a great fit for our team.

This is an exciting opportunity to step into a role where youll make a real impact.

In return youll receive:

Excellent benefits. For more info check out our employee benefits video here:Our employee benefits: what we can offer you ()

Want to know more about Moat

Follow us on social media to see the latest updates and hear from our employees:

LinkedIn: @moathomes

Facebook: Moat Homes

Ready to make an impact

If this sounds like the role for you applyby 11pm on 10^th November 2025 and be part of something bigger!

We encourage you to apply early as we may close the advert before this date if we receive good interest. Were looking forward to reading your application!

If you require any additional adjustments to the recruitment process please email