Job Introduction
We’re excited to be on the lookout for our new Customer Resolution Coordinator to join our Customer Insight and Engagement Team!
Here at Yorkshire Housing, our customers are at the heart of everything we do. So we need someone who can ensure we handle any complaints they have fairly and in-line with our values, assigning them correctly and providing a great customer experience.
We want to embrace and champion a positive complaints handling culture, encouraging customer feedback and supporting them, so you’ll be key to helping us achieve this.
Working alongside our Customer Complaint Officers and Customer Resolution Experts, you’ll be carrying out in-depth complaints investigations, leaving no stone unturned to get the fairest possible outcomes.
We need someone who is a great communicator and who can adapt to the customers preferred method of contact, while maintaining the Yorkshire Housing tone of voice.
If you have a passion for being a true customer champion and for driving best practice within the complaints space - then this could be the role for you. It’s an opportunity to join us at an exciting time and really make a difference!
What we’re all about
Here at Yorkshire Housing our customers are at the heart of what we do – we call it being customer obsessed.
In a nutshell we own and manage nearly 20,000 homes (and counting) across Yorkshire, and our mission is to make it possible for our customers to have a place they’re proud to call home.
We have huge growth plans, and that means we need someone who can ensure we are listening to our customers, learning from them and communicating with them effectively when something goes wrong – is that where you come in?
What you’ll be getting up to
As the first point of contact for our customers who have raised feedback, you’ll be triaging and prioritising emails and complaint cases amongst the team.
You’ll be supporting team colleagues to effectively drive successful outcomes from complaints, including tracking actions and lessons learned from complaints, and processing compensation payments.
Our customer complaints forum are an integral part of ensuring we continually improve our service, and you’ll be responsible for supporting them with their meetings, reports, minute taking and feeding back.
We’re all about being pro-active here at Yorkshire Housing and this role is no different, so with your pro-active approach you’ll be contacting customers to gain insights, learning from them and seeking subject matter best practice, and always be looking for ways we can improve our customer experience.
There’ll be plenty of collaboration as you work with teams to ensure feedback is dealt with through the correct process, within timescales and in-line with the Housing Ombudsman’s Complaint Handling Code.
Insights and reporting are key to helping us improve so you’ll support your colleagues to produce key business reporting.
As you can imagine there are lots more things you might be getting up to so do check out the full role profile!
Sounds good? So what do we need from you…
The answer is simple - if you are hardworking, focussed and ready for a new challenge, we would love to hear from you.
The below would also be great:
- Knowledge of complaints handling best practice within the social housing sector, including knowledge of The Housing Ombudsman’s Complaint Handling Code.
- Experience of managing and dealing with customer feedback.
- A customer champion, demonstrating a “customer obsessed” approach at all times.
- A tenacious approach with a “make it happen” work ethic.
- A positive complaints handling focus and passion to put things right.
- A leader of self, who’s confident and works well independently.
- Works well in a team and has a “team success” approach; always being a consistent and reliable colleague.
- A creative and curious thinker with an innovative approach to finding solutions.
- An empathic approach and ability to build trust with customers.
- A completer-finisher, taking accountability for delivering results and making it happen.
- Experience of producing quality customer communication through all contact channels, in particular, quality written communications.
- Excellent communication and interpersonal skills with all stakeholders.
- Ability to make the most of technology and data.
- Excellent attention to detail with the ability to work under pressure, delivering to strict deadlines and managing conflicting priorities.
- Knowledge and experience of safeguarding adults and children.
- Someone who can think outside the box and react quickly to changing or challenging situations.
- Excel and Word skills.
- Eagerness to develop own skills and adapt to change.
- Personal values and approach that align with Yorkshire Housing’s values
- Ability to work flexibly in line with Hub, Home and Roam principles.
- An understanding of Equality, Diversity and Inclusivity and how this is applied through our service to customers and colleagues.
It would be a bonus if you had:
- Experience of working in the social housing sector.
- Experience of working with The Housing Ombudsman.
- Experience of social housing consumer regulation and tenant satisfaction measures.
Full details and requirements can be found on the attached job description.
What’s in it for you?
In return, we offer a salary of £24,482.46 per annum, for 35 hours per week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
We also work (truly) flexibly, and believe work is something you do, not somewhere you go.
But that’s not all. We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
So, now you’re really interested?
At Yorkshire Housing, we’re actively building a work environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
We know that not all candidates will meet every single desired requirement. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!
If you require any additional support with your application, or have any further questions, please contact our lovely recruitment team via email at recruitment@yorkshirehousing.co.uk.
The fine print
The closing date for applications will be the 12th of July 2024, but we might close it early if we get lots of fab candidates, so don’t hang around.
If you’re applying for this role internally, you must inform your current Line Manager.
