Job Introduction
Job Title: Customer Resolution Advisor
Salary: £28,350
Contract: Permanent
Location: Homebased (North West)
Weekly Hours: 35
So…. What is this role exactly?
As a Customer Resolution Advisor, you will manage a varied caseload of complaints and service issues, ensuring each case is handled in line with the Housing Ombudsman Code and internal regulatory targets. You will communicate confidently with customers, write clear and accurate responses, and work collaboratively with colleagues across the organisation to drive timely resolutions and capture lessons learned.
This is a fast paced role ideal for someone who delivers and takes pride in providing exceptional customer service.
What will my working week look like?
You will be homebased, living within the North West, within a reasonable travelling distance of our Head Office in Warrington, to attend meetings and training courses when needed. Realistically, you will be required to visit our Head Office approximately once a week.
What will I be responsible for doing?
First and foremost, you will be managing complaints from a diverse range of our customers. You will be a single point of contact for the complaints you are managing, ensuring the customer is listened to, and that we truly understand their complaint and the 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 and that accurate information is provided & acted upon for 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 regulatory 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 be…
- Be flexible & caring
- Highly organised and resilient.
- Skilled at building rapport and working with colleagues at all levels.
- Proactive in preventing dissatisfaction and resolving issues early.
- Calm and professional under pressure.
- A strong communicator, both verbal and written.
- Customer focused with a commitment to fair outcomes.
Ideally you will…
- Be a collaborative team player
- 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 you feel this could be the right role for you, we would love to hear from you!
For more detail on the role, please review the role profile available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.
That all sounds great, what’s in it for me?
In return we offer £28,350 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 on outputs 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 in Birchwood, Warrington.
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, 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.
For more of our great benefits, please review the benefits information sheet available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.
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’.
Closing Date: Friday 27th March 2026
We review applications as they’re received and reserve the right to close this advert early; if you’re interested, please apply ASAP to avoid disappointment.
Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for any applicants who declare they have a disability, if these applicants meet the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Your Housing Group welcomes applications from our customers, however, access to confidential information and probity will be explored to determine whether there is a potential conflict of interest or security issue present which may prevent the Group from being able to proceed with the application. YHG1
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