Customer Resolution Co-Ordinator

Places for People; Preston; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension with matched contributions up

Bonus scheme

35 days holiday

Healthcare cashback

Wellbeing support

Place Rewards

Training & development

Recognition programmes

Inclusive culture

Gym membership

Job summary

Places for People in Preston is seeking a Stage 1 Customer Resolution Co-ordinator to own customer complaints from triage through investigation and written resolution. You will work closely with Customers, Colleagues and stakeholders to understand what has happened, coordinate the right response and make sure agreed actions are completed within the required timescales.

Reporting to the Customer Complaints Manager, you'll be a Customer advocate, handling each case with empathy and professionalism

Qualifications

• Experience of managing Customer cases from initial contact through to resolution, working to agreed timescales and service standards.
• Experience of investigating Customer issues and producing clear, accurate and high-quality written responses.
• Evidence of managing multiple cases or competing priorities while maintaining accurate records and strong attention to detail.
• Experience of working with different teams or stakeholders to coordinate actions and achieve resolutions.
• Experience of monitoring agreed actions through to completion and maintaining appropriate follow-up with Customers.

Responsibilities

• Take ownership of customer complaints from triage to written resolution.
• Work with Customers, Colleagues and stakeholders to understand what happened, coordinate the right response and ensure actions are completed within timescales.
• Identify and share learning from complaints to improve services and deliver a better Customer experience.

Skills

Customer service

Complaint handling

Written communication

Multitasking

Stakeholder collaboration

Attention to detail

Job description

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

More about your role

As our Stage 1 Customer Resolution Co-ordinator, you'll take ownership of Customer complaints from initial triage through to investigation and written resolution. You'll work closely with Customers, Colleagues and stakeholders to understand what has happened, coordinate the right response and make sure agreed actions are completed within the required timescales.

Reporting to the Customer Complaints Manager, you'll be a Customer advocate, handling each case with empathy and professionalism while ensuring it meets our Complaints Policy and the Housing Ombudsman Complaint Handling Code.

You'll also identify and share learning from complaints, helping us improve our services and deliver a better Customer experience.

Essential criteria

• Experience of managing Customer cases from initial contact through to resolution, working to agreed timescales and service standards.
• Experience of investigating Customer issues or concerns and producing clear, accurate and high-quality written responses.
• Evidence of managing multiple cases or competing priorities while maintaining accurate records and strong attention to detail.
• Experience of working with different teams or stakeholders to coordinate actions and achieve resolutions.
• Experience of monitoring agreed actions through to completion and maintaining appropriate follow-up with Customers.

More about you

You'll be highly organised and comfortable taking ownership of your workload, with a keen eye for detail and the ability to balance several Customer cases at once. You'll be confident investigating concerns, bringing together information from different sources and turning it into clear, well-structured written responses.

You'll approach Customers as individuals, adapting your approach to their needs and providing an inclusive service. Previous experience of managing and resolving complaints would be particularly valuable, alongside the ability to work independently while building strong relationships with Colleagues and stakeholders across the organisation.

What you'll get

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.

• Pension with matched contributions up to 7%
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holidays) with the option to buy or sell days
• Healthcare cashback plan for everyday medical costs, with private GP and health support services available
• Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
• Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities
• Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms