More about your role
As a Senior Customer Resolution Co-ordinator, you'll take ownership of complex and escalated customer complaints, managing cases from initial investigation through to resolution. You'll work across the organisation to ensure concerns are fully understood, thoroughly investigated and resolved fairly, delivering clear and high-quality outcomes for our Customers.
Working closely with operational teams, contractors and stakeholders, you'll gather and review evidence, challenge findings where appropriate and make balanced decisions in line with policy, procedure and regulatory requirements. You'll ensure agreed actions are progressed effectively and Customers are kept informed throughout the complaints process.
You'll also play an important role in identifying recurring themes, service failures and opportunities for improvement, using insight from complaints to support learning and help improve the services we provide.
As part of the wider Complaints Service, you'll manage a varied caseload and support the team in responding to changing business needs. This will include maintaining accurate case records, managing correspondence, monitoring actions and ensuring complaints are resolved within agreed timescales.
Reporting to the Complaints Manager, you'll help ensure complaints are handled professionally, impartially and consistently, with a strong focus on delivering fair outcomes and an excellent Customer experience.
Essential Criteria
- Proven experience managing complex or escalated complaints.
- Experience investigating complaints and making balanced decisions based on evidence, policy and procedure.
- Ability to review, analyse and appropriately challenge findings to ensure complaints are handled consistently and fairly.
- Strong written communication skills, with experience producing clear and detailed responses for Customers and stakeholders.
- Demonstrable experience managing multiple cases and competing priorities while meeting deadlines and service standards.
More about you
You'll have a strong background in complaint resolution and be confident managing complex cases independently from investigation through to resolution. You'll be comfortable gathering and analysing information, asking the right questions and making balanced decisions based on the evidence available.
You'll have excellent attention to detail, strong written and verbal communication skills and a genuine commitment to achieving fair and positive outcomes for Customers.
Highly organised and comfortable managing competing priorities, you'll be able to build effective relationships with colleagues and stakeholders across the organisation. You'll also be passionate about continuous improvement, using feedback and complaint insight to identify learning and help improve our services.
Experience within a regulated environment, particularly housing, and knowledge of the Housing Ombudsman's Complaint Handling Code would be advantageous.
What you'll get
We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.
You'll receive:
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holidays) with the option to buy or sell days
• Healthcare cashback plan for everyday medical costs, with private GP and health support services available
• Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
• Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities
• Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms
