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Customer Resolutions Officer
3 months ago
What's the role?
As a Resolutions Officer you will be responsible for carrying out detailed investigations across our services and providing quality responses, at pace, to formal and informal complaints from customers. You will act as the “voice and face” of WCH and be responsible for liaising and leading on complaint management, feedback, customer satisfaction and stakeholder enquiries. Your aim is to resolve all issues quickly and efficiently, providing quality responses that put the customer at the heart of everything that we do.
To provide excellent customer care by being an ambassador for the customer and championing this across the business.
Recording and monitoring all feedback in our housing management system and ensuring all complaints are handled within timescales detailed in our policy and procedure
All formal and informal complaints are to be investigated and resolved thoroughly, adopting the Housing Ombudsman dispute resolution principles.
Collating and reporting on customer satisfaction across all services.
What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of complaint handling and an understanding of social housing. You will have a background in customer service and knowledge of the housing or construction sectors would be a distinct advantage.
Essential:
Full drivers licence and access to a car
Basic DBS check
Excellent communication and interpersonal skills with a strong customer focus
Ability to work as part of a team with a positive and proactive attitude to change
Experience in a customer service environment dealing with complaints
Ability to manage and prioritise own workload to take account of conflicting deadlines and to meet agreed timescales.
Ability to use IT systems, particularly Word and Excel, to accurately input, record and extract data. Desirable:
Complaint handling experience
Customer care / service NVQ
Social housing experience
Knowledge of disabled aids and adaptations
Basic knowledge of repair, gas access, damp/condensation issues.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you've got what it takes and send us a copy of your current CV.
The closing date is 5 August 2024, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 5 August 2024
