Resolutions Coordinator

£31,099 per annum (pro rata for part time)**

**Full time, part time and job share opportunities will be considered.**

**About the Resolutions Coordinator role**:
As our **Resolutions Coordinator** you will assist in embedding the councils’ Compliments, Comments and Complaints policy and the Housing Compensation policy within the housing directorate so that it becomes a key part of the decision-making and service improvement work of the Housing Service.

**Responsibilities as our Resolutions Coordinator**:

- ensure resolutions to complaints are customer focussed and that customer satisfaction with complaint handling is achieved- maintain the information required in relation to complaints within our relevant systems and processes in accordance with instructions and retention periods, ensuring their accuracy, confidentiality and security- provide updates and information as required to colleagues, councillors, tenants and other stakeholders and communicate with a wide range of audiences in a way that is appropriate and ensures clarity of message- work alongside colleagues from across the Housing Service to ensure effective communication, joined-up services, and the most efficient use of resources.
**What we are looking for in our Resolutions Coordinator**:

- the relevant qualification at NVQ3/A Level or equivalent knowledge gained through complaints or customer services experience, or with experience of social housing and an awareness of the issues affecting residents and their wider communities- experience of working with a wide range of stakeholders to successfully deliver positive customer outcomes- effective written and verbal communication skills that include persuading, informing, explaining, listening and understanding- the ability to interpret information or situations and to solve problems- knowledge and experience of social housing and the housing ombudsman service.
**As our Resolutions Coordinator we will offer you**:

- Great opportunities for learning and development. Generous leave entitlement (equivalent to 26 days a year, increasing to 31 days after 5 years’ service, plus bank holidays). Competitive Local Government Pension Scheme. Wellbeing Support Programme. Employee Assist Programme. Health Care Options.
**About us**:
Working together across our councils and with our partners in the public, private and voluntary sectors, we provide excellent services to our 190,000 residents across Babergh and Mid Suffolk.

We are proud of the role we play in creating the environment, economy, and communities for our districts. We believe that the heart of Suffolk is an incredibly special place to live and work.

**Our ways of working**

**Work is what we do, not where we go**

**We are committed to working in a more hybrid way, with a mix of office, home, and remote based working** (business needs permitting). This has worked well for us and is something we will be continuing with.

**Closing date: 5pm, 13 July 2023.**

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.