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Form of work
SalaryAbout the Role
Reporting to a Complaints and Resolution Manager, you'll respond to our customer's complaints and disrepair claims and work to regain the customers trust by taking the appropriate actions to put things right. You'll provide effective resolution to disrepair claims and complaints escalated to board members, the executive team, senior managers, directors, MPs, Councillors, and the Housing Ombudsman Service.
You'll provide feedback, training and coaching to our Customer Service Advisors to help meet KPI's, individual objectives, support continuous improvement and individual development.
About you
We're looking for a dynamic and passionate individual to join our Complaints & Resolution Team on a full-time, on a fixed-term contract up to 9-months. You will act as the key point of contact for any customer who has made a complaint and will take personal responsibility for ensuring that every customer receives a positive experience of the complaints service in a timely manner.
The successful candidate will have good Microsoft Office skills, good attention to detail and experience of working to deadlines and targets are essential. Above all, you will be committed to delivering an excellent service to our customers and will go out of your way to find solutions to problems. You will also have the following essential skills and experience:
- Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
- Experience handling complaints.
- Proven experience of problem solving and effective decision making in complex situations.
- Experience of using new and emerging technologies in an omni-channel Customer Service Environment which are customer led.
- Ability to work both as an individual and as part of a team.
- Ability to deal sensitively, empathetically, and tactfully in difficult and challenging situations.
- Ability to analyse and interpret data and information to inform decision making.
- Demonstrable excellent oral and written communication.
- Good knowledge of Microsoft Office.
- Excellent attention to detail.
- An understanding of coaching models and experience developing others.
- Able to demonstrate Guinness behavioural competencies.
Desirable:
- Experience and knowledge of Social Housing.
- Relevant customer service standard qualification.
Role Profile: https://jobs.guinness.org.uk/rps/Complaints+and+Resolution+Specialist.pdf
Face to face Interviews will take place at Bower House on 01/07/2024 & 02/07/2024.
If you're interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and ensure you meet the essential criteria.
About UsThe Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
