Customer Resolution Advisor (Complaints)

Vivid Homes; Portsmouth; Hybrid; GBP 33,000; Full time

Job summary

An established industry player is seeking two Customer Resolution Advisors to join their vibrant team. This full-time role offers a unique opportunity to manage and resolve customer complaints effectively, ensuring a high level of service delivery. With a focus on collaboration and a flexible hybrid working model, you will play a crucial role in enhancing customer satisfaction. The company prides itself on its inclusive culture and commitment to personal development, offering a range of benefits including a generous pension scheme and a productivity-related bonus. If you're passionate about helping others and excel in a fast-paced environment, this role is perfect for you.

Benefits

26 days holiday plus bank holidays

Productivity-related bonus scheme

Generous contributory pension

Life assurance

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 and customer service.
• Excellent communication skills, both verbal and written.

Responsibilities

• Manage a caseload of complaints through to resolution.
• Ensure effective resolution and quality assurances on all responses.

Skills

Complaints Handling

Customer Service

Communication Skills

Time Management

Organizational Skills

Education

Experience in Customer-Focused Role

Job description

Customer Resolution Advisor (Complaints)

Salary £32,604 + discretionary bonus

Location Portsmouth (Hybrid)

The Vacancy

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

We have an exciting opportunity for two Customer Resolution Advisors (Complaints) to join our team! This is a full-time position, working 37 hours a week on a permanent basis. 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 complaint handling and ensure our customers get the very best experience!

The Company

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 fifth 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”.

Living VIVID

We’re ranked 91 in the Top 100 Best Companies to Work For and ranked 12 amongst housing associations.

As a ‘people’ business, we work hard to create a high-performing and fun working environment. We invest in our people’s development, whilst looking after their wellbeing with our award-winning initiatives.

We’re committed to diversity and inclusion, and want people from all walks of life to apply for our vacancies.

We’re a disability confident leader with disabled-friendly offices and we’ll make reasonable adjustments throughout the recruitment process to help you; please note your needs on your application form.