Customer Resolution Advisor

at  Your Housing Group

SO…. WHAT IS THIS ROLE EXACTLY?

We have an exciting opportunity here at YHG to join our growing team of Customer Resolution Advisors who always put our customers first and ensure an effective and prompt complaint resolution.
It’s a great time to join this collaborative, friendly and supportive team, as we embark on finding out more about what matters to our customers and adapt our services to meet their needs. Key to the role will be learning from our complaints and understanding how we can improve our services to reduce complaints in the future. The Customer Resolution Team is a relatively new team and it’s this continued commitment to our customers that has led to this growth.
Is this the role for you? We are looking for someone who is customer focused and truly cares about our customers’ individual needs and customer experience. You will be a practical thinker and able to identify solutions, with excellent investigation skills, strong communication skills and confident at using IT systems.

WHAT WILL I BE RESPONSIBLE FOR DOING?

First and foremost, you will be case managing complaints from a diverse range of our customers. You will provide a single point of contact for your customers, ensuring their voice is listened to and we truly understand their complaint and resolution they are seeking. You will liaise with a wide range of internal departments primarily our Customer Services, Repairs and Maintenance and our Asset Management Teams to ensure the complaint is fully investigated, accurate information is provided and actioned to all involved. Once a resolution is agreed, you will communicate this response to our customers, agree any compensation to be offered and provide a written response. You will be managing a busy caseload and need to ensure that complaints are managed within agreed SLA’s.

IF THIS SOUNDS LIKE THE ROLE FOR YOU, THEN WE WOULD LOVE TO HEAR FROM YOU!

For more detail on the role, please review the role profile available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.