Customer Resolution Coordinator - Portsmouth, United Kingdom - VIVID Housing

VIVID Housing
VIVID Housing
Verified Company
Portsmouth, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

We're VIVID -We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people
We're recruiting for a Customer Resolution Coordinator based in Portsmouth.

This is a full-time, permanent position working 37 hours per week with a minimum 20% office based to promote collaboration and team working within the Customer Resolution team and other colleagues across the business.


Want to know what we can offer you?

  • 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
  • Private Medical Insurance
  • A generous contributory pension
  • Medicash policy to claim back some medical costs to ensure we look after you and your loved ones
  • Discounts portal to save money on various products and services, including holidays, shopping and cinema
  • Electric car scheme
  • A real sense of work/life balance where we promote flexible working and an agile culture.

Here's the facts about the role:
As customer resolution coordinator you'll support the customer resolution team to deliver against VIVIDs complaint and compensation policies.

You'll coordinate and support senior complaint reviews within agreed timescales, ensuring all appropriate records are kept and information shared with the Ombudsman as requested.


You'll monitor progress of complaints, ensuring each complaint is at the correct stage, you'll contact customers as required to advise on progress, ensuring expectations are managed and we reach the right outcomes.

You'll be responsible for ensuring all complaint promises are recorded and delivered within timescales, highlighting any issues and process customer compensation payments where required.


This role will require you to coordinate stage 2 of complaints, working with Heads of Service (HoS) and Subject Matter Experts in preparing packs for HoS to review - which will include an outline of the full complaint, actions taken so far, lessons learnt, and the responses provided to the customer.


We're looking for someone with a proven track record of delivering positive outcomes for customers through exceptional organisational skill and by communicating well, both verbally and in writing with customers, suppliers, colleagues, and external stakeholders.

Experience of handling and analysing data, ensuring attention to detail, and mitigating any inaccuracies would be a huge advantage also.


First stage interviews will be held via teams on the 14 & 15th Feb 2024
We're a leading provider of affordable homes and extensive support services in the south of England.

We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their VIVID home we're here to help with that and more.


Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing.

We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they're easy to use and access by our customers.


We're addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities.

We're the sixth largest developer of new homes amongst housing associations in England, having built around 1,400 last year.

This is summed up in our vision "More homes, bright futures".
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