Customer Resolution Team Leader

7 months ago


Portsmouth, United Kingdom VIVID Housing Full time

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

We’re recruiting for a** **Customer Resolution Team Leader based in Portsmouth. This is a full-time, permanent position working 37 hours per week with a minimum 20% 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
- Private Medical Insurance
- 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
- Electric car scheme
- A real sense of work/life balance where we promote flexible working and an agile culture.

**Here’s the facts about the role**:
As Customer Resolution Team Leader, you’ll manage a team of dedicated Resolution Advisors to handle customer feedback and complaints, ensuring team performance is meeting agreed standards against VIVID complaints and compensation policies, whilst ensuring the team develop a positive culture of complaints across VIVID and compliance with the Housing Ombudsman code underpins all activities.

You’ll be passionate about customer service and enable your team to reach resolution for customers at the earliest opportunity. You’ll need to be a confident communicator, with the ability to present at all levels in the organisation. You’ll also be required to handle escalated complaints and deliver a professional complaints service when dealing with emotive and complex issues

You’ll be an ambassador for change and will ensure we effectively capture lessons learnt and root causes to support the Quality manager deliver ‘lessons learnt’ sessions to embed improvements as a result of customer feedback

We’re looking for someone with a proven track record of managing a complaint team with KPIs and ideally with a regulatory background focus on delivering high quality services to meet customer need.

**First Interviews will be held via teams WC 19th February
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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