Customer Resolutions Officer
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
37 hours per week
Do you want to make a difference? We work with our customers and communities to change lives, and we’re looking for a highly motivated individual to join our Operations directorate as a Customer Resolutions Officer.
What's the role?
As a Resolutions Officer you will be responsible for carrying out detailed investigations across our services and providing quality responses, at pace, to formal and informal complaints from customers. You will act as the “voice and face” of WCH and be responsible for liaising and leading on complaint management, feedback, customer satisfaction and stakeholder enquiries. Your aim is to resolve all issues quickly and efficiently, providing quality responses that put the customer at the heart of everything that we do.
- To provide excellent customer care by being an ambassador for the customer and championing this across the business.
- Recording and monitoring all feedback in our housing management system and ensuring all complaints are handled within timescales detailed in our policy and procedure
- All formal and informal complaints are to be investigated and resolved thoroughly, adopting the Housing Ombudsman dispute resolution principles.
- Collating and reporting on customer satisfaction across all services.
What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of complaint handling and an understanding of social housing. You will have a background in customer service and knowledge of the housing or construction sectors would be a distinct advantage.
Essential:
- Full drivers licence and access to a car
- Basic DBS check
- Excellent communication and interpersonal skills with a strong customer focus
- Ability to work as part of a team with a positive and proactive attitude to change
- Experience in a customer service environment dealing with complaints
- Ability to manage and prioritise own workload to take account of conflicting deadlines and to meet agreed timescales.
- Ability to use IT systems, particularly Word and Excel, to accurately input, record and extract data.
Desirable:
- Complaint handling experience
- Customer care / service NVQ
- Social housing experience
- Knowledge of disabled aids and adaptations
- Basic knowledge of repair, gas access, damp/condensation issues.
What can we offer you?
We know that people are our most valuable assets, so we offer a range of benefits including 28 days’ annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you've got what it takes and send us a copy of your current CV.
The closing date is 5 August 2024, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 5 August 2024.
About us
We are a housing association with homes across South-West Hertfordshire. We aim to make a real difference by delivering better homes and supporting our communities, because we know that good homes give people the chance to lead more fulfilling lives.
We own and manage more than 6,800 homes and associated assets in South-West Hertfordshire. Our business is evolving rapidly as we find new ways to deliver great homes, improved services and much-needed new homes. We also have a one-star accreditation from Best Companies, putting us in the top 25 housing associations to work for.
We have exciting plans for the future – and you could help us to achieve our goals. Find out more at www.wcht.org.uk/letsgo.
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