So…. What is this role exactly?We have an exciting opportunity here at YHG to join our growing team of Customer Resolution Advisors who always put our customers first and ensure an effective and prompt complaint resolution.
It's a great time to join this collaborative, friendly and supportive team, as we embark on finding out more about what matters to our customers and adapt our services to meet their needs. Key to the role will be learning from our complaints and understanding how we can improve our services to reduce complaints in the future. The Customer Resolution Team is a relatively new team, and it's this continued commitment to our customers that has led to this growth.
Is this the role for you?
We are looking for someone who is customer focused and truly cares about our customers' individual needs and customer experience. You will be a practical thinker and able to identify solutions, with excellent investigation skills, strong communication skills and confident at using IT systems.
What will my working week look like?
Working on a hybrid working basis (in the Northwest), you'll be working 35 hours a week, which can be flexible around you, Monday-Friday.You'll be hybrid based, and it's essential you live within a reasonable travelling distance of our Head Office in St Helens to attend team days, training and meetings when needed. Realistically, you will be required to attend the office 4 times a week during the first few months of your role and then, once you're fully settled in, a couple of times a week.
What will I be responsible for doing?
First and foremost, you will be case managing complaints from a diverse range of our customers. You will provide a single point of contact for your customers, ensuring their voice is listened to, and we truly understand their complaint and resolution they are seeking. You will liaise with a wide range of internal departments, primarily our Customer Services, Repairs and Maintenance and our Asset Management Teams to ensure the complaint is fully investigated, accurate information is provided and actioned to all involved. Once a resolution is agreed, you will communicate this response to our customers, agree any compensation to be offered and provide a written response. You will be managing a busy caseload and need to ensure that complaints are managed within agreed SLA's.
And what would make me stand out from the crowd?
To be successful as a Customer Resolution Advisor here at YHG, you will have…
- Exceptional complaint handling skills gained through relevant experience
- Experience of communicating effectively with people via telephone and email
- A good working knowledge of IT and Microsoft systems
- Good literacy and communication skills
Ideally you will ...
- Be a collaborative team player
- Be flexible, caring, and resilient
- Have experience of working with complaints
- Have an understanding of social housing and knowledge of the Housing Ombudsman's Complaint Handling Code
This role is really suited to someone who is passionate about resolving complaints and strives to do their best for each customer, ensuring an exceptional service experience, each and every time.
If this sounds like the role for you, then we would love to hear from you!
That all sounds great. What's in it for me?
In return, we offer a salary between £25,500 - £29,400 for a 35-hour week, and 25 days annual leave (holidays also increase with time served) plus Bank Holidays, but our employee offering provides much more than just a competitive salary and holiday allowance.
At #TeamYHG we measure performance output and quality, not hours and minutes. We offer a flexible, homeworking culture where you're trusted to get the job done.
If you need time for an appointment, the school run or an exercise class, if it fits with business needs, we're open to what works for you too. And when you need to collaborate with your team, you can visit Youggle House - our purpose-built collaboration, wellbeing, and social space.
On top of this, we'll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn't just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.
And who are Your Housing Group?
Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.As one of the North's sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.We're an employer of choice, over 88% of colleagues here recommend us as a 'great place to work.
If you would like more information on the role above or an informal chat regarding your career - please contact me on the details.
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