Customer Resolution Ombudsman Advisor

Vivid Housing; Plymouth; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

26 days holiday

Bonus scheme

Pension scheme

Life assurance 3x salary

Private medical insurance

Medicash health plan

Electric car scheme

Training & e-learning

Counselling services

Job summary

VIVID is recruiting a Customer Resolution Ombudsman Advisor to join our Customer Resolution team in Portsmouth. This full-time, permanent role (37 hours per week) requires at least 20% office-based working to support collaboration across the team and wider business.

You will manage the Housing Ombudsman Service relationship, gather evidence, monitor cases from enquiry to conclusion, and advise colleagues on complaint handling standards and regulatory requirements.

Qualifications

• Experience delivering customer service in a regulated environment.
• Experience managing complex complaints or investigations.
• Understanding of Housing Ombudsman Service and Complaints Handling Code.
• Excellent organisational skills with multiple cases and deadlines.
• Strong written and verbal communication with customers and stakeholders.
• Ability to influence and improve processes from complaints.

Responsibilities

• Manage relationship with Housing Ombudsman Service and respond to evidence requests.
• Gather information across the organisation to meet regulatory obligations and deadlines.
• Monitor cases from enquiry to conclusion and manage customer expectations.

Skills

Customer service

Complaint handling

Regulatory compliance

Communication

Analytical skills

Empathy

Job description

We're VIVID! We offer a vibrant, friendly and inclusive culture that supports, develops and attracts great people.

We're recruiting for a Customer Resolution Ombudsman Advisor to join our Customer Resolution team! Contractually based our of our Portsmouth office, this is a full-time, permanent role working 37 hours per week, with a minimum of 20% office-based working to support collaboration across the Customer Resolution Team and wider business.

Want to know what we can offer you?

• 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 our Customer Resolution Ombudsman Advisor, you'll play a key role in managing VIVID's relationship with the Housing Ombudsman Service. You'll coordinate and respond to Ombudsman evidence requests and compliance requirements, ensuring information is submitted accurately, comprehensively and within required deadlines.

You'll work closely with colleagues across the organisation to gather evidence, identify any gaps in information and ensure we meet all regulatory obligations under the Housing Ombudsman Complaints Handling Code. You'll monitor Ombudsman cases from initial enquiry through to conclusion, managing customer expectations and ensuring any orders, recommendations or agreed actions are delivered.

You'll also act as a source of advice and guidance for colleagues on complaint handling standards, Ombudsman processes and regulatory requirements, helping to drive consistency and best practice across the organisation.

What we're looking for

We're looking for someone who has:

• Experience delivering excellent customer service in a regulated environment
• Strong experience managing complex complaints, investigations or casework
• An understanding of the Housing Ombudsman Service, Complaints Handling Code and complaint management best practice
• Exceptional organisational skills with the ability to manage multiple cases and competing deadlines
• Excellent written and verbal communication skills, with the ability to engage effectively with customers, colleagues, senior managers and external stakeholders
• Strong analytical skills with experience reviewing evidence, identifying trends and mitigating risk
• Experience working under pressure and handling sensitive or challenging situations with professionalism and empathy
• The ability to influence, build strong relationships and work collaboratively to achieve positive customer outcomes
• A proactive approach to continuous improvement and identifying learning opportunities from complaints.

This is a fantastic opportunity to make a real difference to customers by ensuring complaints are handled fairly, transparently and in line with regulatory expectations. You'll have the opportunity to influence service improvements across the business, helping us learn from customer feedback and continuously improve the services we provide.

Interviews are due to take place 16 November (subject to change).