Customer Resolution Officer

3 weeks ago

St Helens, United Kingdom Torus Group Full time

Regulated by the Regulator for Social Housing, we provide homes for over 40,000 customers and we seek to provide housing, repairs, development and customer services of the highest quality. We encourage our customers to give us their feedback and to engage with us through a range of panels and engagement opportunities that help us to improve our service offering.

It’s an exciting time for us, we want to engage more customers, use their feedback well, set new standards and improve the quality and effectiveness of our complaint responses.

Where services fall short of customer expectations, we want to know so we can put things right and so we can learn and improve.

A new central Customer Resolution Team was formed in October 2023 and helps us in this aim. We are seeking a Customer Resolution Officer to coordinate responses from different service teams, to liaise with and respond to customers within stated service timescales.

This is an important role in which you will:

  • Liaise closely with customers to clarify the nature of their complaint and keep them informed of progress.
  • Thoroughly investigate service responses, review and keep records updated, and liaise with staff at all levels.
  • Ensure the effective resolution of complaints.

To be successful in this role you will:

  • Have proven ability to analyse and interpret information to inform your decision making.
  • Have proven negotiation, communication and written skills.
  • Have experience of dealing empathetically and tactfully with challenging situations.

PLEASE NOTE:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;

  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire – Fit For Work
  • DBS check (if required for role)
  • Completion of all new starter documentation including signed T&C’s

Happy to Talk Flexible Working



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