Customer Resolutions Specialist (Housing)

Description

• Develop and embed an approach to identify learning outcomes from complaints and how Onward can improve.
• Lead Onward Homes’ approach to complaints management, ensuring that customer feedback is responded to in a way that delivers a positive outcome for both the customer and the organisation. Ensure that our customers receive a consistent, efficient and high quality service in line with Onward’s Comments, Compliments and Complaints policy and any agreed Customer Service Standards. Ensure all complaints, compliments and feedback are responded to fully within the agreed timescale. Be the expert and champion Work collaboratively with leaders across the organisation to develop and implement recommendations for improving service delivery for our complaints management system, ensuring we are using it fully and can take advantage of insight to deliver an effective complaints experience.
• of building effective working relationships with customers and colleagues to achieve successful outcomes, develop and improve services.
• Research and share best practice from across the Housing Sector and beyond, ensuring that we are always at the forefront of effective complaints management and service delivery. Ensure that Onward Homes operates in line with and is compliant with, legislative changes and that policies and procedures are updated accordingly.
• Work with colleagues and contractors to ensure that they understand the expectations of them when dealing with complaints. Develop and implement a feedback mechanism for our customers which demonstrates Onwards performance in relation to complaints and feedback. Contribute to performance reports, providing insight and narrative where required.
• Act as the point of contact for external agencies and coordinate Housing Ombudsman and MP enquiries, ensuring a timely and high quality response is delivered within agreed timescales.

Requirements

• Experience of developing and maintaining an effective customer facing service in a high volume and fast paced environment.
• A good understanding of key housing legislation, best practice and current issues.
• Ability to lead on individual areas of work and prioritise workload to meet deadlines.
• Experience Ability to communicate effectively with customers, colleagues and partner organisations, acting as an ambassador for customer service at Onward.
• Experience of using and administering complaints management systems.
• A Full UK Driving Licence and access to your own car
• Experience of using learning outcomes, data and examples of best practice to produce recommendations for service improvement.
• Experience of managing, handling and responding to customer complaints.
• Experience working within the housing sector.
• GSCE Level C and above in English
• IT Skills - Microsoft Office up to intermediate level.

Benefits

• 32 days annual leave plus bank holidays
• Opportunity to further increase annual leave with service or through the holiday purchase scheme.
• Simply Health cash plan with financial benefits and the option to extend to your family. Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• A great flexible working environment, with a range of family friendly policies.
• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Immediate entry to our Pension scheme (matched contributions up to 10%).
• Access of up to £150 annually through the ‘Learning for life’ scheme.
• We offer a competitive salary of £32,600 per annum

Training + Development

Interview process

Visa Sponsorship

Security clearance