Quality Officer
7 months ago
**We’re VIVID -We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people**
We’re recruiting for a Quality officer based in Portsmouth. 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 with 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
- Private Medical Insurance
- A generous contributory pension
- Medi-cash policy to claim back some medical costs to ensure we look after you and your loved ones
- Discounts portal to save money on various products and services, including holidays, shopping and cinema
- Electric car scheme
- A real sense of work/life balance where we promote flexible working and an agile culture.
**Here’s the facts about the role**:
As quality officer you’ll use your data and analysis skills to support the Quality manager and Customer Resolution Team to understand what is driving the way we work, and where improvements can be made to enhance the customer journey and help deliver against VIVIDs Complaint and Compensation Policies.
Being an ambassador for change you will monitor the collation of lessons learnt and root causes to support the Quality manager deliver ‘lessons learnt’ sessions with senior stakeholders across the wider business. You’ll be responsible for ensuring all complaint promises are recorded and delivered within timescales, highlighting any issues and insights to support service improvements
As needed, this role will require you to support the resolution coordinator with coordinating stage 2 of complaints, working with Heads of Service (HoS) and Subject Matter Experts in preparing packs for HoS to review which will include an outline of the full complaint, actions taken so far, lessons learnt, and the responses provided to the customer.
We’re looking for someone with a proven track record of handling and analysing data, ensuring attention to detail, and mitigating any inaccuracies, whilst demonstrating exceptional organisation skills and a focus on delivering high quality services to meet customer need.
Experience of delivering positive outcomes for customers through communicating well verbally and in writing, with customers, suppliers, colleagues, and external stakeholders would also be a huge advantage.
**First stage interviews will be held via teams WC 12th February
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 around 1,400 last year.
This is summed up in our vision “More homes, bright futures”.
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