Customer Solutions Administrator

7 months ago


Wolverhampton, United Kingdom Bromford Full time

Do you have experience in a contact centre environment and an ability to find customer focused solutions? Are you a great communicator, with a passion for helping those in need? If so, you belong at Bromford

Our Customer Solutions Team are responsible for supporting our customers when things haven’t gone so well. Bromford is committed to not only ensuring issues are resolved quickly, but to focus on continuous improvement of our processes, to stop issues reoccurring.

As our customer solutions coordinator your focus will be ensuring we meet our SLA’s, set out within the Housing Ombudsman complaints code. You’ll be responsible for first assessments and correct distribution of complaints, not to mention ensuring our legal obligations are met with regards to reviewing and recording our issues, actions and timescales. Always looking to rebuild those relationships with our response, and continuously looking to improve both outcome and efficiency.

We are looking for the right person to help grow and develop with the team. Someone who can go beyond the day to day role and even be coaching internal colleagues on alternative options other than just the formal complaints process. Proactively monitoring overdue complaint actions to ensure stakeholders are supporting customer solutions to achieve resolutions.

**This is a full-time permanent position based at our office in Wolverhampton (WV10 6TB). It’s a hybrid role with office and regular home working available.**

**You will need**:

- To have previously worked in a customer services/ administration role, ideally with some complaint handling experience
- A can-do attitude and a real desire to help our customers
- Ability to prioritise effectively and manage multiple cases at any one time
- Strong IT skills are essential, ability to manage and update CRM system
- A good eye for detail and strong numerical skills
- Ability to work in a fast-paced, ever-changing environment - flexibility is essential
- Commitment to our DNA and be a great ambassador for Bromford.



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