Customer Resolution Business Partner

Cardiff Community Housing Association; Cardiff; On-site; GBP 100,000 - 125,000; Full time

Job summary

A housing association in Cardiff is seeking a Customer Resolution Business Partner. This role focuses on leading and coordinating responses to customer complaints while ensuring learning and improvement from feedback. The ideal candidate will oversee investigation processes, produce detailed reports, and maintain communication with stakeholders. Strong analytical skills and experience in customer service are essential. This full-time role offers a chance to help enhance community services and standards.

Qualifications

• A positive experience from complaint processes is essential.
• Strong analytical skills to identify trends from customer complaints.
• Ability to coordinate complaint resolutions and implement quality assurance.

Responsibilities

• Lead and coordinate responses to complaints, ensuring effective resolution.
• Oversee complaint allocation and investigation processes.
• Compile detailed reports to inform performance improvement and communication strategies.

Skills

Marketing & Sales

Business Administration

Bid

Instrumentation & Control

HACCP

Job description

About the Role

CCHA is a learning organisation committed to delivering excellent services to our customers.

You will lead and coordinate CCHAs response to resolving complaints effectively supporting service improvements learning from dissatisfaction and managing disrepair claims.

This role is crucial in ensuring CCHA not only meets complaint response times and ombudsman standards but also learns from these experiences. Responsibilities include overseeing complaint allocation and investigation maintaining clear communication with complainants at every stage and supporting investigators to carry out thorough processes.

Additionally you will produce detailed reports with both quantitative and qualitative data identifying trends and areas for learning from dissatisfaction. This information will inform performance improvement and enhance communication strategies.

About You

At CCHA we welcome feedback from customers and acknowledge that we may occasionally get customer service and key service aspects wrong. Therefore we aim for the complaint process to be a positive experience for both the organisation and the customer. This role will help CCHA learn more from complaints identify trends and drive continuous improvement.

You will take the lead in coordinating a professional robust and timely complaints resolution process across the organisation supporting teams to learn lessons and understand feedback. Reporting to the Customer Experience Manager you will support the LEARNT framework our service improvement model by providing analysis of trendsand themes in customer complaints. This analysis will enable us to learn and enhance our service.

Furthermore you will act as the point of contact and support for investigating officers across the organisation enabling them to deliver high-standard investigations and hopefully resolutions. You will be responsible for quality assurance and providing individual feedback on how to improve the complaints handling process.

You will compile reports for the leadership team to increase understanding of areas requiring additional work or resources and also support reports to committee and the Board. You will serve as the point of contact with the housing Ombudsman.

Additionally you will assist the Head of Assets in managing and resolving ongoing property disrepair cases adopting a proactive approach to ensure CCHA engages positively in repairs and maintenance. You will also advise the Head of Assets on legal matters and pre-court protocols related to disrepair cases. This includes liaising with legal representatives preparing legal defences storing and supplying key documents to third parties and advising on exposure.

Our Shared Values

At CCHA values and diverse thinking as just as sought after as technical skills and qualifications. Our values are embedded throughout the organisation. They set out how we work together and how decisions are made. Here at CCHA we live our values by being :

Caring Respectful

Trusting and Trustworthy

HonestBrave Yourself

Job Description

The job description will download in PDF format. To request an alternative format please get in touch.

• Customer Resolution Business Partner - job description

Application & Interview Guidance

The guidance will download in PDF format. To request an alternative format or language please get in touch.

• Application guidance
• Interview preparation

If you require this information in an alternative format please contact us.

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Key Skills

Marketing & Sales,Business Administration,Bid,Instrumentation & Control,HACCP

Employment Type : Full Time

Experience : years

Vacancy : 1