Customer Resolution Team Leader

VIVID; Portsmouth; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading housing provider is seeking a Customer Resolution Team Leader in Portsmouth. The role involves leading a team to manage customer feedback and complaints, ensuring compliance with policies and promoting a positive culture. Candidates should have a strong background in complaints management and customer service, with effective communication skills. This full-time position offers various benefits, including a generous pension and a productivity-related bonus scheme.

Benefits

26 days holiday plus bank holidays

Productivity-related bonus scheme

Generous contributory pension of 6%

Private medical insurance

Health care cash plan

Electric car scheme

Qualifications

• Proven track record of managing a complaints team.
• Ability to present at all levels in the organisation.
• Experience in handling escalated complaints.

Responsibilities

• Manage a team of 5 Resolution Advisors to handle customer feedback and complaints.
• Ensure team performance meets VIVID complaints and compensation policies.
• Promote a positive culture of complaints across VIVID.

Skills

Customer service

Leadership

Communication

Complaints management

Knowledge of Housing Regulation

Job description

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

We’re recruiting for a Customer Resolution Team Leader! Contractually based out of our Portsmouth office, this is a full‑time, permanent position working 37 hours per week, with a minimum 20% office based to promote collaboration and team working within the Customer Resolution team and other colleagues across the 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 Customer Resolution Team Leader, you’ll manage a team of 5 dedicated Resolution Advisors to handle customer feedback and complaints, ensuring team performance is meeting agreed standards against VIVID complaints and compensation policies, whilst ensuring the team develop a positive culture of complaints across VIVID and compliance with the Housing Ombudsman code underpins all activities.

Ideally, you’ll have a working knowledge of Housing Regulation and the requirements of the Housing Ombudsman Scheme and Code and be able to apply this to your team’s everyday practice. You’ll be a strong leader, setting high standards for your team whilst encouraging individual development, identifying areas for development through a robust Quality Assurance Framework and acting as a coach or mentor to improve service delivery.

You’ll be passionate about customer service and enable your team to reach resolution for customers at the earliest opportunity. You’ll need to be a confident communicator, with the ability to present at all levels in the organisation. You’ll also be required to handle escalated complaints and deliver a professional complaints service when dealing with emotive and complex issues.

You’ll be an ambassador for change and will ensure we effectively capture lessons learnt and root causes to support the Quality manager deliver ‘lessons learnt’ sessions to embed improvements as a result of customer feedback.

We’re looking for someone with a proven track record of managing a complaints team, whilst meeting KPIs with a focus on delivering high quality services to meet customer need.

Knowledge of the Housing Ombudsman requirements and emerging standards would also be a huge advantage.

This is a two‑stage interview process, with first interviews taking place via Microsoft Teams, 27 & 28 November (subject to change)