Customer Resolution Manager

Customer Resolution Manager

Full-time, permanent


£40,000 – £45,000

Our client prides themselves on always trying to do the right thing for their customers.

The role:

This role plays a pivotal part in ensuring that customers get the right outcome when things go wrong whilst adhering to the Housing Regulator guidelines and Housing Ombudsman expectations. You will also be responsible for the following;

* Managing and developing a small team of customer resolution colleagues with oversight of day to day complaints and concern management.

* Working with all levels of the business alongside supporting our external stakeholders to provide a quick resolution to escalated matters.

* Providing insight into the customer experience, developing and sharing detailed root cause and trend analysis to inform future customer service improvements and colleague development.

About you:

Living and valuing our values is what defines and differentiates our client as a business that balances profit and purpose. They are seeking someone who:

* Can demonstrate experience of working in a similar role within a regulated business.

* Has worked in a fast-paced customer facing environment with the ability to verbally negotiate,build rapport and reason with colleagues and customers to deliver the best outcome.

* Can deal with complex and technical matters with the ability to translate these in a non-complex way to customers.

* Has previous leadership experience within a customer facing environment.

* Is familiar with data analytics.

* Has the ability to positively influence, demonstrating you can take others on the journey with you.

About them:

They are a not-for-profit housing association providing quality homes across eight local authority areas in the counties of Hertfordshire and Bedfordshire.

They have been busy transforming our business and need great people with talent to support them through these exciting changes. Their people have a great attitude; they are innovative, collaborative and are empowered to make change happen