Customer Resolution Agent

Who You Are

You are someone who is passionate about delivering excellent customer service and has experience in frontline customer roles. You have a good understanding or willingness to learn about Social Housing and Care & Support services. You are qualified to Chartered Institute of Housing Level 3 or possess an equivalent qualification, or are committed to enhancing your professional development. You are diplomatic, tactful, calm, organized, and an advocate for the Voice of the Customer, with a strong affinity for adhering to CLEAR values. You understand the diverse needs of various social, cultural, and racial backgrounds and are ready to start as soon as possible.

What the Job Involves

The role involves providing effective investigation and resolution to customer complaints, ensuring customers receive a timely and high-quality experience. You will coordinate with key stakeholders to gather necessary information, examine complex data to understand complaint root causes, and make informed decisions. Following established procedures, you will respond to and fulfill commitments to customers, identify recurring issues and advocate learning to avoid repeat complaints. You will manage your workload to deliver outstanding service while ensuring excellent record-keeping. Additionally, processing compensations according to regulations, influencing colleagues, liaising with stakeholders, and taking a proactive approach to continuous learning are key responsibilities.

Skills

• Frontline customer service experience
• Complaint investigation in a regulated environment
• High level of numeracy and literacy
• Excellent analytical skills
• Attention to detail
• Time management
• Strong communication skills
• Cultural awareness and sensitivity
• High organizational skills
• Willingness to embrace change