Customer Resolution Coordinator - Fixed Term 6 Month Contract

Location: Beeston, Nottingham, NG9 1LA  - Free on-site parking 

Salary: £28,61 based on a 37.5hr working week.  Hybrid working is avaliable for this post 

This role:

We are recruiting for two passionate and results-orientated Customer Resolution Coordinator to join our Customer Experience team (fixed-term, 6 months).In this exciting new opportunity, you?ll play a crucial role in a newly established team dedicated to providing efficient and timely responses to early stage complaints.

Your focus will be on identifying and prioritising customer problems that can be resolved quickly, providing our residents with prompt, empathetic and satisfactory resolutions to their concerns in line with our policies and the Housing Ombudsman Complaint Handling Code.

Through your great people skills you will build strong relationships with colleagues across MTVH, role-model customer-centric service and work together with your team to reduce response times and enhance the overall experience for our customers.

What you'll need to succeed

To succeed in this role, you'll need a blend of customer focus, problem-solving, and people skills.

• You should be passionate about delivering excellent service and finding solutions to customer problems.
• You'll be reviewing customer communications to identify prompt resolutions to their problems, so you?ll need to be able to work accurately and with pace.
• Strong communication and interpersonal skills are essential to building rapport with both residents and colleagues. You'll be expected to build positive relationships and demonstrate empathy and understanding.
• You'll also need to be able to maintain excellent records of communications and actions taken.

Interview Diary Date: To be advised

Please note :- we do not currently offer visa sponsorship.

What?s in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ?Beliefs day? once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit ? interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ?Serving people better every day? to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other?s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we?re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.