Customer Resolution Co-Ordinator

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

More about your role

As our Stage 1 Customer Resolution Co-ordinator, you'll take ownership of Customer complaints from initial triage through to investigation and written resolution. You'll work closely with Customers, Colleagues and stakeholders to understand what has happened, coordinate the right response and make sure agreed actions are completed within the required timescales.Reporting to the Customer Complaints Manager, you'll be a Customer advocate, handling each case with empathy and professionalism while ensuring it meets our Complaints Policy and the Housing Ombudsman Complaint Handling Code. You'll also identify and share learning from complaints, helping us improve our services and deliver a better Customer experience.

Essential criteria

• Experience of managing Customer cases from initial contact through to resolution, working to agreed timescales and service standards.
• Experience of investigating Customer issues or concerns and producing clear, accurate and high-quality written responses.
• Evidence of managing multiple cases or competing priorities while maintaining accurate records and strong attention to detail.
• Experience of working with different teams or stakeholders to coordinate actions and achieve resolutions.
• Experience of monitoring agreed actions through to completion and maintaining appropriate follow-up with Customers.

More about you

You'll be highly organised and comfortable taking ownership of your workload, with a keen eye for detail and the ability to balance several Customer cases at once. You'll be confident investigating concerns, bringing together information from different sources and turning it into clear, well-structured written responses.You'll approach Customers as individuals, adapting your approach to their needs and providing an inclusive service. Previous experience of managing and resolving complaints would be particularly valuable, alongside the ability to work independently while building strong relationships with Colleagues and stakeholders across the organisation.

What you'll get

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.
You'll receive:• Pension with matched contributions up to 7%
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holidays) with the option to buy or sell days
• Healthcare cashback plan for everyday medical costs, with private GP and health support services available
• Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
• Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities
• Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring S