Customer Resolution Advisor (12 month FTC)

VIVID; Portsmouth; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

VIVID is seeking a Customer Resolution Advisor for a 12-month fixed term contract in Portsmouth. The role involves managing complaints, providing excellent customer service, and contributing to a positive culture in complaint handling. Candidates should have strong communication skills and experience in customer service roles. A flexible approach to working and various benefits like a 6% pension and private medical insurance are part of the offering.

Benefits

26 days holiday plus bank holidays

Productivity-related bonus scheme

Generous contributory pension of 6%

Life assurance at x3 annual salary

Private medical insurance

Health care cash plan

Enhanced pay for parental leave

Access to counselling services

Electric car scheme

In-house & e-learning courses

Qualifications

• Strong experience in complaints handling with a proven track record of providing excellent customer service.
• Ability to manage difficult situations while remaining professional.
• Experience in a customer-focused role, preferably in complaints or investigatory roles.

Responsibilities

• Ownership and management of a caseload of complaints through to resolution.
• Work in partnership with managers for effective resolution.
• Ensure quality assurance on all responses and identify root causes for improvements.

Skills

Customer Service

Complaints Handling

Communication

Time Management

Team Work

Job description

Customer Resolution Advisor (12 month FTC)

VIVID Portsmouth, England, United Kingdom

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Customer Resolution Advisor (12 month FTC)

VIVID Portsmouth, England, United Kingdom

2 days ago Be among the first 25 applicants

Join to apply for the Customer Resolution Advisor (12 month FTC) role at VIVID

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

We have an exciting opportunity for a Customer Resolution Advisor (Complaints) to join our team! This is a full time position, working 37 hours a week on 12-month fixed term contract basis to cover maternity leave in the team. Contractually based out of our Portsmouth office, we offer a flexible approach to working between home and the office, 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 as well as a competitive salary?

• 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 taking ownership and managing a caseload of complaints through to resolution, working within the policy framework and Housing Ombudsman requirements for complaint handling. You’ll work in partnership with our managers, ensuring effective resolution at the earliest opportunity. You’ll have a huge impact on our service delivery to our customers.

You’ll need to be organised, and good at record keeping, ensuring quality assurances on all responses and working together to identify root causes by escalating common trends to enhance improvements to the overall service we offer.

It's essential that you’ve got strong experience in complaints handling with a proven track record of providing excellent customer service. Knowledge and experience of the social housing sector would be beneficial but is not essential. Your communication skills will be your forte, both talking and 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 role, preferably within a complaints or investigatory role, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.

Our aim is to develop a positive culture towards compliant handling and ensure our customers get the very best experience!

Occasionally, our adverts may close before the advertised closing date due to receiving a high number of applications.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

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