Customer Resolution Advisor

VIVID; Portsmouth; On-site; GBP 25,000 - 32,000; Full time

Job summary

VIVID is searching for a Customer Resolution Advisor to handle complaints within their Portsmouth office. This full-time role requires strong communication skills, the ability to manage complex caseloads, and a passion for delivering outstanding customer service. You will play a pivotal role in resolving customer issues, working collaboratively to ensure high standards of service throughout the process.

Benefits

26 days holiday plus bank holidays

Productivity-related bonus scheme

Generous contributory pension of 6%

Life assurance paid at x 3 annual salary

Private medical insurance

Health care cash plan called Medicash

Enhanced pay for parental leave

Access to counselling and legal information

Electric car scheme

Variety of in-house & e-learning courses

Qualifications

• Experience in complaints handling, preferably in social housing sector.
• Customer focused with strong verbal and written communication skills.
• Ability to manage caseloads, meet performance targets, and deliver customer service excellence.

Responsibilities

• Manage a caseload of customer complaints and drive resolutions.
• Understand and address customer issues with empathy and efficiency.
• Collaborate across teams to implement innovative solutions for complain resolution.

Skills

Communication

Time Management

Organizational Skills

Complaint Handling

Customer Service

Job description

We’re VIVID! -We offer a vibrant, friendly, inclusive culture that supports and develops the best people!

We have an exciting opening for a Customer Resolution Advisor (Complaints)! Based out of our Portsmouth office, this is a full time role working 37 hours a week, with a minimum of 20% of this to be office based to promote collaboration and team working.

Want to know what we can offer you?

• 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes
  
  

Here’s The Facts About The Role

As a Customer Resolution Advisor you’ll be responsible for a caseload of complaints, taking ownership and managing through to resolution, working within our policy framework and Housing Ombudsman requirements for complaint handling. You’ll use your energy, knowledge and enthusiasm to understand where things have gone wrong, showing empathy to our customers and creatively finding ways to put things right.

Knowing your role, systems and service inside out, you’ll identify the best ways for us to help our customers. You’ll use your influencing skills across other teams and drive innovative solutions ensuring that we resolve issues quickly and our customers never have to tell us twice about the same thing. We’re looking for someone who role models our values and takes personal accountability for delivering great customer service.

You’ll need to be able to manage a caseload, be organised, good at record keeping, driven to meet performance targets, whilst meeting quality assurance measures on all written responses.

We’re looking for someone with experience in complaints handling, ideally with some knowledge of the social housing sector. Your communication skills will be your forte, both verbally and in writing. You’ll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritising skills and enjoy being busy.

You should have experience in a customer focused /customer facing role, preferably within a complaints team, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.

Interviews are due to take place Wednesday 30 July (subject to change). Occasionally, our adverts may close before the advertised closing date due to receiving a high number of applications.