Customer Resolution Coordinator Contract

We're settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It's in the values that shape us and the people that make us - us! And it's in caring not only about the work we do, but also how we do it. We put residents first.We know that everyone is different, so we ensure that we provide a service that is as individual as each resident.

Here at settle we are looking for a Customer resolution coordinator on a 12-month contract to join the team. It provides a comprehensive, sensitive, and effective complaint administration service, working collaboratively with Customer resolution partners, Customer resolution repairs surveyor, internal colleagues, and external customers to review, triage and update residents on complaints. You will support the Customer resolution team, analyse, and share lessons learnt to improve services, ensuring that the root cause of the complaint and the learning outcomes are recorded to identify ongoing service improvements and an enhanced customer offer.

Requirements

Outline of Key Responsibilities...

• Review initial complaint referrals, making empathetic contact with residents to understand their concerns
• Work directly with residents and/or their representatives providing regular updates on their case with all interactions recorded on Ql/Documotive and fed into any decision on how to progress the complaint and respond to the complainant
• Manage high-volume complaints at triage, making sure they are acknowledged, correctly assessed, recorded and responded to in line with complaint handling policy
• Carry out quality checks once a complaint has been resolved, making aftercare calls to residents to ensure we continue to deliver a consistently good customer experience
• Support Customer resolution team

We are looking for someone who has...

• Strong complaint, customer service and administration experience demonstrating an ability to communicate professionally and empathetically while building and maintaining rapport
• Excellent communication and organisation skills, along with previous customer service/administration experience
• Demonstrate impartiality and pursue a matter to achieve the right outcome
• Strong written and verbal communication
• Excellent organisational skills and database management
• Ability to present findings and identify solutions to service areas considering customer feedback received
• Work with colleagues at different levels to achieve the quickest resolution for the customer

For added brilliance!

• Knowledge of Housing Regulation
• Experience of working in a regulated environment

Benefits

In return, we are offering...

• An annual salary of £30,500 per annum
• Hybrid working role-dependant
• Flexible working
• Enhanced maternity, paternity and adoption leave
• Annual Leave - 27 days per year increasing by length of service (up to 32 days)
• Stakeholder pension scheme
• Life assurance
• Healthcare cash plan
• Local discounts
• Mental health support and counselling sessions

"At settle we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.