Resolution Coordinator
5 days ago
**Resolution Coordinator**
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.
The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.
We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.
**Join our Customer Services team as a Resolution Coordinator**
Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre, Resolutions Team and specialist teams like Income Collection, Rent and Service Charges and Resident Management. Often acting as a first-pointof contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.
We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.
**The role**
We have a fantastic opportunity for someone to join us in the position of Resolutions Coordinator in London.This will be a high paced role where you will be responsible for resolving complaints at the frontline trying to avoid escalation.You will need tobe well organised and be proactive to ensure you do not allow your complaints to go overdue.This position requires the ability to be patient, actively listen, communicate clearly and demonstrate emotional intelligence as well as other customer related skills.
- Hours: 35 per week, shifts between the hours of 8am and 6pm.
- Salary: £28000
- Contract: Fixed Term for 12 months, with contract extension possible
Your responsibilities will include:
- Ensuring a customer care ethos is at the heart of what you do.
- Taking calls and monitoring the inbox relating to complaints and potential complaints and act accordingly to ensure they are resolved within Service Level Agreements.
- Ensuring that the Service Provision Recovery case queue is monitored and cases assigned quickly.
- Processing compensation forms returned by customers
- Carrying out investigations and resolve / escalate cases within the Service Level Agreement.
- Take overflow of calls from contact centre during busy periods
- Ensuring all performance targets are achieved or exceeded
**What you will need to succeed**
- Experience working within service improvement and complaint handling
- Resilience and flexibility with a pro-active, ‘can do’ attitude
- Excellent communication skills - able to communicate confidently, clearly and empathetically both verbally and in writing
- Experience of working towards KPIs and an understanding of their importance to the team
- Previous experience within the social housing or repairs sector (desirable)
**The offer**
- **Salary**:£28000
- **Your holidays are important to us.** Take up to 28 days annual leave plus bank holidays.Lean t...
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