Resolution Officer

  • Milford House, 43 - 55 Milford Street, Salisbury, SP1 2BP

As a Resolution Officer, you will use your excellent analytical ability and emotional intelligence to get to the heart of unresolved disputes between agents and their customers, often with associated large volumes of written evidence.
Excellent communication skills, both written and oral, and sound judgement will enable you to draw and share reasonable conclusions to support the early resolution of complaints.
With a passion for excellent customer service and standards, you will ensure that the service you provide has the consumer and agents at the heart of our work. The ability to build effective relationships and rapport with consumers and agents to support the resolution of complaints is a crucial element of the role.
Resilience is a key attribute when dealing with complaints, you will need to show determination and empathy, whilst remaining impartial, often in the face of direct and personal challenge. You will have the ability to demonstrate empathy, whilst maintaining transparent, direct and diplomatic communications. You will be capable of delivering quality, consistently, under pressure and managing a high workload to meet targets.

What we are looking for
To be successful as a Resolution Officer you will have:
Experience (desirable) within one of: the property sector, an ombudsman service, a regulator, within a housing or public law legal practice
Experience of complaint handling
Educated to A level standard or have equivalent business experience
Experience of providing information and\/or advice to a diverse range of members of the public over the telephone, and in writing, including recording information using ICT
Sound reasoning and judgement
The ability to maintain consistency in quality of work
Empathy and emotional intelligence
Exceptional communication and negotiation skills
Excellent persuasive writing skills
The ability to work under pressure and meet targets
The ability to use your initiative to make customer driven decisions.
Consumer focused approach

How to apply

Applications for this post will be accepted until 26th November 2021, however, we may close the vacancy before this date if we have received the right level of applicants. To apply please send a copy of your CV and a covering letter explaining your motivations for applying, and that demonstrates your suitability for this post, to, or by post to The Property Ombudsman, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. All applicants must prove they have the right to work in the UK.

More details can be found at

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