Lead Customer Resolution Advisor
2 days ago
Would you thrive in a job that is making a real difference to people’s lives in your region?
**Some of your main responsibilities will include**
- Investigating and drafting responses to MP letters for Executive Director of Operations
- Ensuring all notes on complaints, service failures and feedback are accurate, so any escalations can be easily dealt with.
- Effectively liaising with other teams within organisation to achieve resolution of issues
- Assisting with identification of trends and make suggestions of matters which should be progressed as service improvements or colleagues training.
- Working closely with Continuous Improvement team to progress ideas for service improvement
- Identifying service improvement opportunities and provide all relevant information to the Service Improvement Team.
- Ensuring that monitoring systems are followed promptly and accurately to provide performance statistics on all aspects of the service and give feedback to colleagues, members and prepare reports as required.
**We’re looking for someone who has**
- Previous involvement in the delivery of customer services or complaint management within a social housing setting
- Knowledge of Open Housing
- Experience delivering an outstanding customer focussed service
- Clear and effective communication skills
- The ability to write reports for senior management and Board
- The ability to be a positive role model - you’ll set high standards and lead by example
- Strong organisational skills, ability to prioritise
- Excellent recording keeping and accurate data entry skills
- Powerful facilitating skills - you’ll be inclusive, motivational and will enable your team to deliver their best work.
**What we offer**:
- Annual leave 25 days rising to 30 days with length of service
- Generous defined contribution pension scheme - employer contribution up to 10%
- Life assurance (2x salary)
- Generous sick pay
- Free car parking
- Numerous learning and development opportunities including qualifications
- Paid professional subscriptions (max 2 if both relevant to role)
- Agile working
- Medicash counselling (helpline and face to face)
- On-site wellbeing activities including massages
- Free annual flu jabs
- Plus lots more (see attached benefits list)
If you are like-minded in wanting to help shape the future of housing through the delivery of quality services to our customers, great at your job and with a ‘can-do’ attitude, we want to hear from you.
You are just one click away from starting your journey with us
We are committed to implementing our Equality, Diversity and Customer Care Policy and are proactive about safeguarding vulnerable adults and children.
**NO AGENCIES**
**Closing: 16 February**
INDGEN
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