Customer Resolution Caseworker

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee and address customer complaints with compassion, professionalism, and efficiency.

• Conduct thorough investigations, collect evidence, and make objective decisions.

• Provide timely, high-quality responses that comply with regulatory requirements and internal policies.

• Apply sound judgement to determine suitable outcomes, including compensation when necessary.

• Serve as the primary point of contact for customers throughout the resolution process.

• Collaborate with colleagues and stakeholders to facilitate early and effective resolutions.

• Ensure accurate case records and documentation are maintained.

• Identify recurring issues and share insights to enhance service quality.

• Foster a customer-centric culture and exemplify excellent service standards.

⛳️ Requirements

• Previous experience in handling complaints or customer service, preferably within housing or a related field.

• Familiarity with complaint handling standards, such as the Housing Ombudsman Complaint Handling Code, or a willingness to learn.

• Strong analytical and problem-solving abilities.

• Capability to make sound judgements.

• Confidence in managing difficult conversations and achieving positive outcomes.

• Exceptional organizational skills with the ability to prioritize and manage an independent caseload.

• Collaborative approach and ability to build effective working relationships.

• Commitment to equality, diversity, and inclusion.

• Proficient IT skills and experience with case management systems.

• Satisfactory Disclosure and Barring Service Check, if required.

• Satisfactory references.

• Valid Right to Work document.

• May need qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing.

• If not already qualified, may be expected to pursue a professional qualification.

🏝️ Benefits

• Chance to influence service delivery and contribute to meaningful change.

• Opportunities to enhance skills in complaint handling and customer experience.

• Potential opportunity to study towards a professional qualification if not already qualified.

• Disability Confident Employer workplace support for disability, mental health, and wellbeing.

• 37.5 hours per week.