Customer Resolution Co-Ordinator

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.

We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.

Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

As our Stage 1 Customer Resolution Co-ordinator, you'll take ownership of Customer complaints from initial triage through to investigation and written resolution. You'll work closely with Customers, Colleagues and stakeholders to understand what has happened, coordinate the right response and make sure agreed actions are completed within the required timescales.

Reporting to the Customer Complaints Manager, you'll be a Customer advocate, handling each case with empathy and professionalism while ensuring it meets our Complaints Policy and the Housing Ombudsman Complaint Handling Code.

You'll also identify and share learning from complaints, helping us improve our services and deliver a better Customer experience.

• Experience of managing Customer cases from initial contact through to resolution, working to agreed timescales and service standards.
• Experience of investigating Customer issues or concerns and producing clear, accurate and high-quality written responses.
• Evidence of managing multiple cases or competing priorities while maintaining accurate records and strong attention to detail.
• Experience of working with different teams or stakeholders to coordinate actions and achieve resolutions.
• Experience of monitoring agreed actions through to completion and maintaining appropriate follow-up with Customers.

You'll be highly organised and comfortable taking ownership of your workload, with a keen eye for detail and the ability to balance several Customer cases 'll be confident investigating concerns, bringing together information from different sources and turning it into clear, well-structured written responses.

You'll approach Customers as individuals, adapting your approach to their needs and providing an inclusive service. Previous experience of managing and resolving complaints would be particularly valuable, alongside the ability to work independently while building strong relationships with Colleagues and stakeholders across the organisation.

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.

• Pension with matched contributions up to 7%
• 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