Job Introduction

Job Title:             Senior Customer Resolution Officer 

Salary:                 £34,000 - £36,000 

Contract:             Permanent 

Location:             Homebased (North West)

Weekly Hours:    35 hours   

So…. What is this role exactly?

We have an exciting new opportunity here at YHG to join our growing Customer Resolution Team 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 continue to improve our customers experience through understanding our complaints and adapting our services to meet their needs. You will be the lead Officer for liaising with the Housing Ombudsman Service, gathering information for investigations and ensuring our compliance with any orders made. You will work closely with the Service Manager to ensure that we are compliant, and that learning from our complaints is embedded across the organisation. 

Is this the role for you? Do you have experience of managing complaints, ideally within social housing or similar sector? Do you have experience and/or knowledge of the Housing Ombudsman Service and Complaint Handling Code. 

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 ICT systems. 

What will my working week look like?  

Working from home (in the Northwest), you’ll be working 35 hours a week, which can be flexible around you, Monday-Friday.

You’ll be homebased and it’s essential you live within a reasonable travelling distance of our Head Office in Warrington to attend team days, training and meetings when needed. Realistically you will be required to attend the office once a week during the first few months of your role and then once your fully settled in, a couple of times a month.

What will I be responsible for doing?

First and foremost, you will be the lead point of contact for the Housing Ombudsman Service, gathering and providing all requested information for investigations and monitoring actions to comply with determinations made. 

You will complete case reviews of complaints as required, ensuring you work with all relevant departments and that learning is shared across the organisation to improve our customers experience. 

You will also manage some complex, stage 2 complaints, being the single point of contact for our customer. 

You will also provide line management for our Customer Resolution Advisers. 

And what would make me stand out from the crowd?

To be successful as a Senior Customer Resolution Adviser here at YHG, you will have….  

• Experience of complaint handling skills gained through relevant experience
• Experience gained in social housing or similar public sector 
• Strong customer communication skills in person, via telephone and email 
• Good working knowledge of ICT and Microsoft Office systems
• Ability to collaborate with others and work independently 
• Good literacy and communication skills

Ideally you will….

• Experience of liaising with the Housing Ombudsman Service
• Be flexible, caring and resilient
• Line Management experience 

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 customer service. In addition someone who can effectively manage their own workload and meet targets. 

If this sounds like the role for you, then 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 £34,000 - £36,000 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 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. 

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: Monday 10th March 2025 

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. YHG2

Your Housing Group