Customer Resolution Advisor; Complaints

Customer Resolution Advisor (Complaints)

VIVID Portsmouth, England, United Kingdom

2 days ago Be among the first 25 applicants

We’re VIVID! – We offer a vibrant, friendly, inclusive culture that supports and develops the best people! We have an exciting opening for a Customer Resolution Advisor (Complaints). Based out of our Portsmouth office, this is a full‑time role working 37 hours a week, with a minimum of 20% of this to be office based to promote collaboration and team working.

We want to know what we can offer you:

• 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
• A productivity‑related bonus scheme to enhance your take‑home
• A generous contributory pension of 6%; we’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health‑care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in‑house & e‑learning courses and a range of coaching and mentoring programmes

As a Customer Resolution Advisor you’ll be responsible for a caseload of complaints, taking ownership and managing through to resolution, working within our policy framework and Housing Ombudsman requirements for complaint handling. You’ll use your energy, knowledge and enthusiasm to understand where things have gone wrong, showing empathy to our customers and creatively finding ways to put things right.

Knowing your role, systems and service inside out, you’ll identify the best ways for us to help our customers. You’ll use your influencing skills across other teams and drive innovative solutions ensuring that we resolve issues quickly and our customers never have to tell us twice about the same thing. We’re looking for someone who role‑models our values and takes personal accountability for delivering great customer service.

We’ll need you to be able to manage a caseload, be organised, good at record‑keeping, driven to meet performance targets, whilst meeting quality assurance measures on all written responses.

We’re looking for someone with experience in complaints handling, ideally with some knowledge of the social housing sector. Your communication skills will be your forte, both verbally and in writing. You’ll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast‑paced environment, you’ll need to have excellent time‑management and prioritising skills and enjoy being busy.

We expect you to have experience in a customer‑focused/customer‑facing role, preferably within a complaints team, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.

Interviews are due to take place WC 12 January (subject to change). Occasionally, our adverts may close before the advertised closing date due to receiving a high number of applications.

Entry level

Full‑time

Other

Non‑profit Organizations

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