Customer Solutions Advisor

Our Customer Solutions Team are responsible for supporting our customers when things haven’t gone so well. We are aware things can happen from time to time and we aim to provide a fast, effective, customer focused service to get any issues rectified as quickly as possible.
Bromford is committed to not only ensuring issues are resolved but to focus on continuous improvement to stop them reoccurring, and with this commitment the team are growing.
This role is instrumental to ensuring our customers voice is heard and resolving issues not only for individual customers but to identify root cause to improve services for all of our customers. It is not for the feint hearted; cases can be complex and extremely emotive so you’ll need to have open, honest and difficult conversations with customers, putting yourself in their shoes, building relationships and turning complainants into advocates.
You’ll investigate all complaints from an impartial and unbiased view, identifying the root cause and reporting clear and accurate lessons learned. You’ll be the main point of contact for customers during their complaint journey, working with other colleagues in the business to resolve problems together.
This is a full-time permanent position. You’ll be based at our offices in Wolverhampton, it’s a hybrid role with office and regular home working. Due to the nature of the role a basic DBS check is required
You will need:
To have previously worked in a formal complaint handling role ideally in a regulated environment
Ability to peel back layers of complexity to find solutions
Influencing and negotiating skills
A can-do attitude and a real desire to help our customers, taking a balanced view of each situation
Strong IT skills are essential
A good eye for detail and strong formal written skills
Resilience - Things rarely stand still at Bromford so you need to be someone who embraces change and can bounce back after dealing with challenging cases
Commitment to our DNA and be a great ambassador for Bromford.
Closing date for applications is Monday 29th January with interviews taking place the following week.
* Please note, we may close this vacancy early and therefore recommend an early application.