Customer Resolution Advisor (Complaints)
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We’re VIVID! –We offer a vibrant, friendly, inclusive culture that supports and develops the best people!
We have an exciting opening for a Customer Resolution Advisor (Complaints)! Based out of our Portsmouth office, this is a full time role working 37 hours a week, with a minimum of 20% of this to be office based to promote collaboration and team working.
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 a Customer Resolution Advisor you’ll be responsible for a caseload of complaints, taking ownership and managing through to resolution, working within our policy framework and Housing Ombudsman requirements for complaint handling. You’ll use your energy, knowledge and enthusiasm to understand where things have gone wrong, showing empathy to our customers and creatively finding ways to put things right.
Knowing your role, systems and service inside out, you’ll identify the best ways for us to help our customers. You’ll use your influencing skills across other teams and drive innovative solutions ensuring that we resolve issues quickly and our customers never have to tell us twice about the same thing. We’re looking for someone who role models our values and takes personal accountability for delivering great customer service.
You’ll need to be able to manage a caseload, be organised, good at record keeping, driven to meet performance targets, whilst meeting quality assurance measures on all written responses.
We’re looking for someone with experience in complaints handling, ideally with some knowledge of the social housing sector. Your communication skills will be your forte, both verbally and in writing. You’ll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritising skills and enjoy being busy.
You should have experience in a customer focused /customer facing role, preferably within a complaints team, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.
Interviews are due to take place WC 12 January (subject to change). Occasionally, our adverts may close before the advertised closing date due to receiving a high number of applications.
The Company
We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their VIVID home we’re here to help with that and more.
Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they’re easy to use and access by our customers.
We’re addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We’re the sixth largest developer of new homes amongst housing associations in England, having built over 1,500 last year.
This is summed up in our vision “More homes, bright futures”.
Living VIVID
As a ‘people’ business, we work hard to create a high-performing and fun working environment. We invest in our people’s development, whilst looking after their wellbeing with our award-winning initiatives.
Buy / sell
annual leave
Pension
scheme
Smart
working
From 26 days holiday per year
Private medical / medicash benefits
Enhanced
paternity / maternity leave
Qualification funding support
Electric car scheme
We’re committed to diversity and inclusion, and want people from all walks of life to apply for our vacancies.
We’re a disability confident leader with disabled-friendly offices and we’ll make reasonable adjustments throughout the recruitment process to help you; please note your needs on your application form.
If you need additional support with your application, please get in touch with us
on 02392 896758 or email HRrecruitment@vividhomes.co.uk. We’ll be happy to help.
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