Resolution Coordinator 12 Month FTC

Job Description

We are one of the largest housing associations in the North of England, managing over 36,000 homes across the North of England. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residentsand local communities.As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer.We are currently seeking a detail-oriented and highly organized individual to join our team as a Resolution Coordinator (12 Month FTC). As a Resolution Coordinator (12 Month FTC), you will be responsible for coordinating and overseeing the resolution of customer complaints and issues, ensuring that they are efficientlyand effectively resolved to the satisfaction of our residents.RequirementsKey responsibilities of the Resolution Coordinator (12 Month FTC) include:

• Being the main point of contact for customers who have escalated their complaints or issues
• Investigating and gathering all necessary information related to customer complaints and issues
• Working closely with different teams and departments to find appropriate solutions and ensure timely resolution
• Keeping detailed records of complaints and resolutions, ensuring accuracy and confidentiality
• Providing regular updates to the customers regarding the progress of their complaints
• Identifying trends or recurring issues and making recommendations for process improvements
• Providing excellent customer service and maintaining a professional and empathetic approach at all times
• Review and update policies and procedures on complaint management as required in line with any changes in legislation, good practice advice, or following recommendations from tenant scrutiny panels.
• Liaise with Designated Persons (including MPs), mediation services and the Housing Ombudsman Service where required on complaints that have not been resolved through internal procedures.
• Take a lead in reviewing stage 1 complaints and handle stage 2 response to completion
• Carryout site visits to resolve tenant complaints, and complete property surveys using building pathology.

We are looking for someone who has:

• Full Driving Licence and vehicle available for business use
• Experience in customer service, complaint handling, or a similar role
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to handle difficult situations and challenging customers with empathy and professionalism
• Attention to detail and ability to maintain accurate and organized records
• Ability to work effectively under pressure and manage multiple priorities
• Understanding how to handle complaints and errors found to ensure they are promptly resolved & reconciled according to correct processes.

BenefitsIn return, we are offering the successful candidate in the Resolution Coordinator (12 Month FTC) role:

• Salary of £39,107 (Pay award pending)
• 27 days holiday (rising to 32 over 5 years service) + bank holidays
• Hybrid working, 2 days a week working from home.
• You will be based out on site or in the office for the rest of your week
• You will be covering the following areas Yorkshire & the Humber, Calderdale, and Lancashire.
• You can work in either of our offices Halifax, Wakefield, or Blackburn.
• A flexible working environment, with a range of family friendly policies
• You will be working 37 hours per week, Monday - Friday. Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• To view the full range of our award winning benefits click on theEmployee Benefits Link

THG reserves the right to close this vacancy early if sufficient numbers of applicants are received. Therefore, please apply without delay!Please ensure you fully answer the questions on the application form.Due to the nature of the role involving work with vulnerable members of society, this post is subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.Required skills

• "Complaints"
• "Resolutions Coordinator"
• "Resolutions Manager"