Customer Resolution – Complaint Handler

Customer Resolution – Complaint Handler

Newcastle-under-Lyme

£28,142

Hybrid working with at least 2 days in the office

We put People First by delivering safe, decent homes and excellent housing services through our talented Aspire team. We have an exciting opportunity to join our team as a new Customer Resolution Officer.

With experience of managing complaints, you will take ownership of each complaint, from the initial communication through to resolution and will be accustomed to completing thorough investigations. You will be adept at working under pressure and to timescales, as you identify actions that will resolve the complaint and provide detailed information on service improvements, ensuring that recommendations are recorded and implemented. You’ll have excellent communicative skills and will be able to draft letters and emails, demonstrating high customer service throughout the process. You’ll be meticulous in your approach with great attention to detail, ensuring that all communication and records are maintained and easily auditable.

We’re looking for an individual that has worked in a similar complaints role and understands the pressures that often come when liaising with frustrated customers. A confident communicator, you will feel at ease liaising with external stakeholders including customers and, on occasion, MPs. You’ll be able to manage sensitive information and demonstrate a compassionate approach with each customer. With strong IT skills, you will be able to accurately maintain records and data and will be able to create necessary reports and draft letters, whilst adhering to our complaints policy.

Due to the nature of the role, you must have a full UK driving licence and be able to visit customer premises when required. You’ll also have a flexible approach to working hours and be able to work the occasional evening or weekend if necessary

If you have a passion for making a difference for our customers and want to be a part of our first-class maintenance team this could be the role for you.

In return we can offer you:

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Belonging to a team who make a difference to our community and value equality, diversity and inclusion.

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22 days + bank holidays + 3 concessionary days at Christmas

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Comprehensive employee assistance program

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A full benefits and discounts platform

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Holiday buy, tech and annual saving schemes

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2 Volunteer days per year to support the community

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Competitive rates of pay

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A generous company pension scheme and life insurance up to 3*salary as an active member.

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Wellbeing, health drop ins and staysafe provisions to look after you at work.

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Option to join the medical health cash plan

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Green car scheme

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Enhanced maternity and paternity leave

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Service related awards

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Cycle to work scheme

Closing Date: 28th June

Interviews may take place whilst the role is live and on the 3rd July

We reserve the right to close the vacancy early should we receive sufficient suitable candidates