Customer Resolution Advisor

3 months ago

Warrington, United Kingdom Your Housing Group Full time

Job Introduction
**So. What is this role exactly?**

We have an exciting opportunity here at YHG to join our growing team of Customer Resolution Advisors who excel in providing excellent customer service and complaint resolution.

It’s a great time to join this collaborative, friendly team, as we embark on finding out more about what matters to our customers, how we can continue to improve the service we offer and ensure they are at the heart of everything we do. It’s this continued commitment to our customers that has led to the growth within this team

We are looking for someone who is customer focused, passionate about providing practical solutions that also has with excellent investigative and writing communication skills.

**What will my working week look like?**

Working from home (in the Northwest), you’ll be working 35 hours a week, which can be flexible around you, Monday-Friday.

You’ll be homebased and it’s essential you live within a 25-mile radius of our Head Office in Warrington to attend team days, training and meetings when needed

**What’s it like working from home?**

Following an induction at our Head Office in Warrington, when you’re ready to ‘go it alone’ you won’t be - alone that is Even though you’ll be working from your own home, it’ll be like your manager and wider team are right there with you. Whenever you need to speak with them, either directly or via Microsoft Teams chat, they’re always on hand to support you, to help you fully understand and record the customer’s complaint, ensuring recorded correctly on our inhouse CRM system.

It’s important your workspace at home is interruption free, to ensure a good experience for our customers. You will receive a laptop and headset for your role and also a desk and chair if needed.

**What will I be responsible for doing?**

First and foremost, you will be case managing complaints from a diverse range of customers living within our properties, not only ensuring all SLAs are adhered to but more importantly providing a single point of contact for our customers throughout their complaint. You will liaise with a wide range of internal departments including Customer Services, Repairs and maintenance teams and asset management teams to ensure the right information is provided and actioned to all involved, agree resolutions suitable for all parties, negotiating compensation and providing a written response when needed.

**One of the great things about this role is** having the opportunity to make a real difference for every customer as we believe that every contact counts, so you will have the autonomy needed to be the single point of contact from first call right through to resolution, providing a best in class service to each of the customers you support.

**And what would make me stand out from the crowd?**

To be successful as a Customer Resolution Officer here at YHG, you will have.
- exceptional complaint handling skills gained through relevant experience
- a good working knowledge of IT and Microsoft systems
- good Literacy and communication skills

Ideally you will.
- be a collaborative team player
- be flexible, caring, and resilient
- have experience of working with complaints

Knowledge of the Housing Ombudsman’s Complaint Handling Code

This role is really suited to someone who is passionate about resolving complaints and strives to do their best for each customer, ensuring an exceptional service experience, each and every time.

**That all sounds great, what’s in it for me?**

In return we offer a salary of £24,000-£28,000 for a 35-hour week, and 22 days annual leave (holidays also increase with length of service) plus Bank Holidays, but our employee offering provides so much more than just a competitive salary and holiday allowance.

We offer a home working culture, giving you more time at home, no more daily commute or the expense that comes with that. However, we know that those social interactions with your teammates are also important, so we have a state-of-the-art collaboration space based in Birchwood, Warrington (which you’ll need to be able to comfortably commute to for those team days, meetings, and training etc).

On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

**And who are Your Housing Group?**

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.

As one of the Nor

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