We are looking for a customer resolution officer to join a small team within a well-known Housing Association.

Working with colleagues and external stakeholders, you will handle customer complaints and feedback with compassion and sensitivity, seeking the right resolution for the business and for our customers.

You will have an eye for detail, be able to investigate thoroughly, examine things from all angles and be confident in your decision-making. An excellent communicator, you'll be comfortable talking to our customers and providing them with written responses. This will be a busy and challenging role; you'll need to be flexible and able to handle multiple cases.

We'll also expect you to have excellent IT skills and be enthusiastic about using in-house systems to record contact and outcomes.

If you enjoy a challenge, like working in an energetic, fast-paced environment and are passionate about excellent customer service, we'd love to hear from you.

Full time: 37hours
Place of work: Hybrid (office based in Sevenoaks). The expectation regarding hybrid working is that approximately of two fifths of employees working hours each week are spent in the office.

Person Specification
•Experience of working within a customer service environment and/or resolving customer enquiries and complaints.
•Experience of dealing with challenging behaviour and resolving difficult situations.
•Experience of problem-solving and making decisions based on sound judgement.
•Experience of understanding and applying policies, procedures and guidelines.
•Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.
•Good standard of written communication skills, able to write for a variety of audiences.
•Good influencing and persuading skills.
•Comfortable and confident delivering difficult messages to customers, stakeholders and colleagues.
•Ability to prioritise competing commitments and work accurately and methodically to meet timescales.
•Comfortable using standard Microsoft Office packages and in-house systems. Confident learning and using new ICT systems.
•Willingness to keep your own learning up-to-date.
•Commitment to applying equality and diversity to customer experience.

What you need to do now

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If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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