Customer Experience Advocate — Complaints & Resolution

Vivid Resourcing Ltd; England; On-site; GBP 23,000 - 32,000; Full time

Job summary

Vivid Resourcing Ltd is seeking a Customer Experience Officer to be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and ensure every customer knows where they stand.

You will decide whether a complaint is upheld, explain decisions clearly, and agree appropriate compensation where the service has fallen short. This role carries real responsibility and requires meticulous case management.

Qualifications

• Experience handling customer complaints or enquiries in a public-facing service is essential.
• An evidence-led approach to investigation and decision-making is required.
• Clear, confident written and spoken communication, including explaining difficult decisions.
• Strong organisation and ability to manage a busy caseload.
• Proficiency with IT systems, including a CRM, and supporting others to go digital.

Responsibilities

• Log, record and coordinate all complaints and service issues so every case is accurate and up to date.
• Keep customers informed at every stage of the complaints process.
• Collaborate with Housing colleagues to investigate complaints thoroughly.
• Decide whether complaints are upheld and explain the reasons to customers and managers.
• Investigate compensation claims and agree discretionary payments for service failures, per policy.
• Track resolutions and cases in the CRM, chase delays and ensure timely responses to enquiries.
• Encourage and assist customers to use online services to report issues and complaints.
• Follow safeguarding, data protection, health and safety, and financial procedures.
• Contribute ideas to improve policies and the way we work.

Skills

Complaint handling

Investigation

Communication

Organisation

CRM familiarity

Equality & diversity

Tools

CRM system

Job description

Vivid Resourcing Ltd is seeking a Customer Experience Officer to be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and ensure every customer knows where they stand.

You will decide whether a complaint is upheld, explain decisions clearly, and agree appropriate compensation where the service has fallen short. This role carries real responsibility and requires meticulous case management.