Role Title: Resolutions Partner

Hours: 35 hours per week MondayFriday

Salary: 35129 - 43911 (salary dependent on experience)

Contract: Permanent

Location: Dartford / Agile

Were committed to providing an excellent customer experience one that listens learns and leads to real change. When customers raise concerns we see it as an opportunity to make things right and continuously improve the way we deliver our services.

As a Resolutions Partner youll play a central role in investigating and resolving customer complaints ensuring each one is handled fairly thoroughly and in line with the Housing Ombudsman Complaint Handling Code. Acting as the key point of contact for a partnered business area youll lead investigations from start to finish engaging with customers directly working with colleagues across teams and recommending proportionate evidence-based remedies that deliver fair outcomes.

Youll manage your own caseload maintaining clear communication with customers and stakeholders throughout while identifying themes and root causes that inform long-term service improvement. By collaborating with your partnered area youll help turn insight into meaningful change ensuring lessons are embedded and future complaints are reduced.

Were looking for someone with excellent communication and organisational skills a strong sense of fairness and the ability to handle sensitive situations with professionalism and empathy. Experience in complaint handling or customer service ideally within social housing or the public sector will help you succeed as will a keen eye for detail and a commitment to continuous learning.

This is a rewarding opportunity to make a real difference helping customers feel heard and ensuring every resolution strengthens how we work.

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 11 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