Resident Relations & Complaints Lead

CIH International Housing Group; Halifax; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

29 days annual leave

Employer-contributed pension scheme

Enhanced Maternity/Paternity leave

Flexible Benefits

Employee Assistance Program

Job summary

Business Sureserve Energy Services North Ltd. in Halifax is seeking a Customer Service Coordinator to act as the vital link between residents, clients and our internal teams, ensuring clear communications and timely resolutions.

Based in our Halifax office, the role offers a salary of £28,000–£30,000, 29 days’ leave, a pension scheme and flexible benefits. You will manage complaints, build relationships and support project delivery in a fast-paced environment.

Qualifications

• Demonstrable success in a similar role.
• Driving License is required due to client site visits.
• Excellent customer service skills and the ability to produce high-quality reports.
• A strong communicator with the ability to manage complaints effectively
• Competent in MS Office (Word & Excel).
• Highly organized with excellent attention to detail and the ability to work an ever changing workload.

Responsibilities

• Manage and resolve complaints in line with company procedures.
• Develop strong working relationships with client representatives and housing departments to ensure consistent information flow.
• Establish individual requirements through resident profiling; identify high-risk or vulnerable residents and work with Site Managers to tailor work accordingly.
• Introduce the scope of works to residents prior to commencement and provide aftercare packs/instruction upon completion.
• Arrange appointments for surveys and works, ensuring all dates are confirmed in writing.
• Create and maintain accurate plot files (paper and electronic) and assist in project management meetings.
• Collaborate with the Community Investment Team on initiatives such as newsletters and safety competitions.
• Observe site Health & Safety rules and conduct satisfaction surveys to help improve our service delivery.

Skills

Customer service

Communication

Complaint management

MS Office

Tools

MS Word

MS Excel

Job description

Business Sureserve Energy Services North Ltd. in Halifax is seeking a Customer Service Coordinator to act as the vital link between residents, clients and our internal teams, ensuring clear communications and timely resolutions.

Based in our Halifax office, the role offers a salary of £28,000–£30,000, 29 days’ leave, a pension scheme and flexible benefits. You will manage complaints, build relationships and support project delivery in a fast-paced environment.