Job Introduction
We’re excited to be on the lookout for a Customer Resolution Expert to join our Customer Insight and Engagement Team for a 6month fixed term contract!
Here at Yorkshire Housing, our customers are at the heart of everything we do. So we need an expert who can advise on best practice in line with the Housing Ombudsman Complaint Handling Code , and who can ensure collaboration and compliance.
We need someone who can manage all complex complaints and enquiries from M.P’s whilst making sure customer communications within the team are of the great high quality we strive for.
You’ll be working alongside our fabulous claims and compensation service teams to ensure we are aligned in our approach, and making sure feedback is captured and channelled the right way through our structure.
If you have a passion for being a true customer champion and have experience of complaints handling best practice - then this could be the role for you. It is 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 learning from customer feedback and who is able to advise on the best business approach – is that where you come in?
What you’ll be getting up to
As a subject matter expert you’ll be supporting colleagues to deliver the best possible customer experience, and coordinating our customer feedback service.
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. Our Customer Voice and Review Committee are very active and you’ll be working with the Complaints Champion to drive generative discussions and feeding back from the complaints forum.
Insights and reporting are key to helping us improve so you’ll include breakdowns of trends and themes in your reports to help us identify business wide service improvements.
Our centralised Complaints Officers and Stage 2 Officers need to be fully compliant with the Housing Ombudsman Code so you’ll be responsible for making sure they are delivering fair outcomes.
We’ll look to you when it comes to managing high-level reputational risk feedback, and you’ll role model complaint handling excellence at all times.
Of course 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…
- 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 dissatisfaction.
- A leader of self, who’s confident and works well independently.
- A visionary who can spot opportunities for change and bring in new ideas and solutions.
- A completer-finisher, taking accountability for delivering results and making it happen.
- Experience of producing quality customer communication through all contact channels.
- Ability to influence, negotiate and challenge.
- Excellent communication and interpersonal skills.
- Proven track record of building successful relationships with internal and external stakeholders.
- Strong analytical skills and experience of providing meaningful business insight.
- Ability to make the 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.
- Eagerness to develop own skills and adapt to change.
- Intermediate level Excel 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 £33,075 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 Yorkshire Housing, 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 26.05.24, but we might close it early if we get lots of fab candidates, so don’t hang around. We also might be in touch
If you’re applying for this role internally, you must inform your current Line Manager.
