Customer Resolution Advisor (Complaints)

VIVID Housing; Portsmouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent housing association in Portsmouth is looking for a Customer Resolution Advisor to manage complaints efficiently and provide excellent customer service. This role requires strong communication skills and a background in handling complaints, preferably in social housing. The ideal candidate will demonstrate empathy and a proactive approach to resolving customer issues while maintaining organizational standards. The position includes a vibrant company culture and offers various employee benefits, including generous leave and pension schemes.

Benefits

26 days holiday plus bank holidays

Productivity-related bonus scheme

Generous contributory pension

Life assurance

Private medical insurance

Health care cash plan

Enhanced parental leave policies

Access to counselling services

Electric car scheme

In-house learning opportunities

Qualifications

• Experience in complaints handling, preferably in social housing.
• Ability to manage a caseload and meet performance targets.
• Strong interpersonal skills to support customers during difficult situations.

Responsibilities

• Manage a caseload of complaints ensuring resolution in a timely manner.
• Understand policy frameworks and Housing Ombudsman requirements.
• Utilize influencing skills across teams to drive solutions.

Skills

Communication (verbal and written)

Complaint handling

Time management

Organizational skills

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.

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.

We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their VIVID home we're here to help with that and more. Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they're easy to use and access by our customers. We're addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We're the sixth largest developer of new homes amongst housing associations in England, having built over 1,500 last year. This is summed up in our vision "More homes, bright futures".

Here’s the facts about the role

• 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