Our mission is to deliver good quality affordable homes to people who need them most.
Resolution Advisor
Location
United Kingdom
Posted
4 days ago
Salary
£26.2K / year
Seniority
Senior
Job Description
Resolution Advisor
Stonewater
• Speak with customers who want to make a complaint, listening carefully and responding with empathy • Resolve straightforward issues at the earliest opportunity where possible • Accurately log, acknowledge and maintain complaint records in line with team processes • Gather information and evidence to support investigations and Housing Ombudsman cases • Support the Resolution Team in monitoring actions and closing complaints appropriately • Apply internal policies, including the Complaint Handling Code and compensation policy, to support fair outcomes • Communicate clearly and professionally with customers and colleagues • Work collaboratively across teams to follow up on actions and help resolve issues • Contribute to a customer-first approach in all aspects of your work
Job Requirements
- Experience in a customer service or complaints environment (housing experience is desirable)
- Awareness of, or willingness to learn, the Complaint Handling Code
- Strong communication skills, with the ability to handle sensitive situations professionally
- Good organisational and administrative skills, with strong attention to detail
- Confidence using IT systems, including case management tools
- A collaborative approach and commitment to equality, diversity and inclusion
Benefits
- Professional development opportunities
- Commitment to equality, diversity and inclusion
- Menopause Friendly employer
- Disability Confident Employer
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