Customer Service Resolutions Officer

Location: Staffordshire

Customer Service Resolution Officer

Location:

Stafford (Office Based)
Salary: £15.00 - £20.00 per hour (depending on payment type)

Contract:

Temporary (with potential opportunities available)

Hours:

Full-time - 36 hours per week

Following opening hours:

Monday to Thursday: 8:30am to 5:00pm
Friday: 8:30am to 4:00pm

Are you passionate about delivering outstanding customer service?

Sellick Partnership are supporting a well-established housing association to recruit a proactive and customer-focused Customer Service Resolution Officer to join their Customer Experience team in Stafford. If you're an experienced customer service professional who enjoys solving problems, supporting customers through challenging situations and making a genuine difference, we'd love to hear from you.

This is a varied and rewarding role where you'll be the first point of contact for customers, taking ownership of enquiries and resolving issues quickly and effectively while delivering an exceptional customer experience.

The Role

As a Customer Service Resolution Officer, you'll provide a high-quality first-contact resolution service across a range of communication channels. You'll work closely with colleagues across the organisation to resolve enquiries, coordinate repairs, support customers through complaints and ensure every interaction reflects our commitment to excellent customer service.

You'll play a key role in helping the organisation achieve its priorities by:

Delivering more for our customers.
Supporting the delivery of high-quality housing services.
Contributing to a positive and inclusive workplace culture.
Helping drive continuous service improvement.
Delivering an outstanding customer experience every day.

Key Responsibilities

In this role, you will:

Deliver an exceptional first-contact resolution service via telephone, email and other communication channels.
Take ownership of customer enquiries, resolving issues wherever possible at the first point of contact.
Provide a professional, friendly and empathetic service, putting customers at the heart of every interaction.
Accurately record customer contacts, ensuring all information, actions and follow-up work are completed in line with procedures.
Coordinate the Same Day Repairs Service by effectively scheduling and utilising repair resources.
Manage repair appointments and support workflows including Damp, Mould and Condensation follow-on works.
Recognise vulnerable customers and identify safeguarding concerns, domestic abuse, anti-social behaviour or unsafe properties, escalating concerns immediately through the appropriate channels.

Essential

Previous experience working within a customer service environment.
A genuine customer-first approach with a passion for delivering outstanding service.
Excellent communication skills, both written and verbal.
Strong empathy, patience and the ability to build rapport with a wide range of customers.
Excellent problem-solving skills with the confidence to make informed decisions.
The ability to remain calm and professional when dealing with difficult or emotional situations.
Strong organisational skills and the ability to multitask in a busy environment.
Good IT skills with the ability to learn new systems quickly.
A positive attitude, resilience and enthusiasm.
The ability to work collaboratively within a team while taking ownership of your own workload.
A commitment to equality, diversity and inclusion.

Desirable

Experience working within a contact centre or housing environment.
Experience coordinating repairs or property maintenance services.
Knowledge of social housing and the challenges facing the sector.
Understanding of the diverse needs of customers and vulnerable individuals.
Experience identifying service improvements and contributing to continuous improvement initiatives.

Additional Responsibilities

As part of this role, you'll also:

Promote a positive Health and Safety culture and ensure all policies and procedures are followed.
Maintain the highest standards of confidentiality and comply fully with GDPR and Data Protection legislation.
Complete all mandatory training relevant to your role.
Undertake any other reasonable duties appropriate to the role as…