Customer Resolution Advisor

7 months ago

Portsmouth, United Kingdom VIVID Housing Full time

**We’re VIVID -We offer a vibrant, friendly, inclusive culture that supports and develops the best people**

We have an exciting opening for a Customer Resolution Advisor (Complaints) to join us on a permanent basis. Based out of our Portsmouth office, this is a full time role working 37 hours a week, with a minimum of 20% of this to be office based to promote collaboration and team working within the customer resolution team and 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
- 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
- Countless professional development opportunities
- Electric car scheme
- Private Medical Insurance
- A real sense of work/life balance where we promote smart working and an agile culture.

**Here’s the facts about the role**:
As a customer resolution advisor, you’ll be responsible for taking ownership and managing complaints through to resolution, working within the policy framework and Ombudsman requirements for complaint handling. You’ll work in partnership with our managers, ensuring effective resolution at the earliest opportunity. We want our team to develop a positive culture towards complaint management and ensure our customers get the very best experience, as part of the team, you’ll have a huge impact on our service delivery to our customers.

The customer resolution advisor will be organised and good at record keeping, ensuring quality assurances on all responses and working together to identify root causes by escalating common trends to enhance improvements to the overall service we offer. You’ll have experience of communicating verbally and in writing with customers, suppliers, colleagues, and external stakeholders at all levels. Due to the fast-paced environment, you’ll need to have excellent time management and prioritisation skills and enjoy being busy.

You'll have a genuine passion for helping people, with the ability to de-escalate difficult situations whilst always remaining professional. Demonstrable experience of effective complaint handling and a proven track record of delivering excellent customer service in a customer focused role, will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.

**First stage interviews are due to take place on 24th June with second stage taking place on 26th & 27th June, at our Portsmouth office**

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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