Customer Resolution Caseworker – FTC

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

📋 Description

• Effectively managing and addressing customer complaints with empathy, professionalism, and efficiency.

• Conducting thorough investigations, collecting evidence, and making well-balanced decisions.

• Providing timely, high-quality responses that align with regulatory requirements and internal policies.

• Utilizing sound judgment to determine suitable outcomes, including compensation when appropriate.

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

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

• Keeping accurate case records and documentation.

• Identifying recurring issues and sharing insights to enhance service improvements.

• Fostering a customer-first culture and exemplifying excellent service.

⛳️ Requirements

• Proven experience in complaints handling or customer service, preferably within housing or a related sector.

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

• Strong analytical and problem-solving abilities with the capacity to make sound judgments.

• Confidence in managing difficult conversations and negotiating favorable outcomes.

• Excellent organizational skills with the ability to prioritize and manage your own caseload effectively.

• A collaborative approach and the capability to build effective working relationships.

• A commitment to equality, diversity, and inclusion.

• Proficient IT skills and experience utilizing case management systems.

🏝️ Benefits

• Competitive salary and performance-related incentives.

• Opportunities for professional development and career advancement.

• Supportive work environment that values diversity and inclusion.

• Comprehensive benefits package including health and wellness programs.