As a customer resolution advisor you'll be responsible for taking ownership and managing a caseload of complaints through to resolution, working within the policy framework and Housing Ombudsman requirements for complaint handling. You'll work in partnership with our managers, ensuring effective resolution at the earliest opportunity. You'll have a huge impact on our service delivery to our customers. You'll need to be organised, and good at record keeping, ensuring quality assurances on all responses and working together to identify root causes by escalating common trends to enhance improvements to the overall service we offer. It's essential that you've got strong experience in complaints handling with a proven track record of providing excellent customer service. Knowledge and experience of the social housing sector would be beneficial but is not essential. Your communication skills will be your forte, both talking and writing. You'll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment, you'll need to have excellent time management and prioritising skills and enjoy being busy. You should have experience in a customer focused role, preferably within a complaints or investigatory role, which will greatly contribute towards your goal of being a 'champion' of customer service across the business. Our aim is to develop a positive culture towards compliant handling and ensure our customers get the very best experience! Occasionally, our adverts may close before the advertised closing date due to receiving a high number of applications. 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 fifth largest developer of new homes amongst housing associations in England, having built over 1,500 last year. This is summed up in our vision "More homes, bright futures".

We're VIVID! -We offer a vibrant, friendly, inclusive culture that supports and develops the best people! We have an exciting opportunity for a Customer Resolution Advisor (Complaints) to join our team! This is a full time position, working 37 hours a week on 12-month fixed term contract basis to cover maternity leave in the team. Contractually based out of our Portsmouth office, we offer a flexible approach to working between home and the office, with a minimum of 20% of this to be office based to promote collaboration and team working. Want to know what we can offer you as well as a competitive salary?

• 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We'll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes