Senior Customer Resolutions Officer

Main Purpose of the job :

To coordinate and fulfil evidence requests issued by the Housing Ombudsman, as well as ensuring timely compliance with orders that form part of Housing Ombudsman Determinations. This includes liaising with relevant internal and external stakeholders in order to successfully action orders.

The successful candidate will be proactive and keen to resolve complaints and any associated repairs prior to the issuing of any determination and ideally during the evidence request stage.

The successful candidate is expected to identify service failures and opportunities for improvement, ensuring that service areas operate within both statutory and non-statutory guidelines. They will be responsible for achieving agreed performance targets, adhering to processes, maintaining timeliness and quality standards, and addressing non-compliance or escalating issues as appropriate.

Summary of Responsibilities and Personal Duties :

Fulfil evidence requests issued by the Housing Ombudsman using their template for recording information gathered.

Liaise with service areas to conduct a thorough, resolutions based, investigation; ensuring opportunities to learn and improve point of contact resolution are identified and fed back to service areas.

Plan and organise own workload to ensure that services operate within both statutory and non-statutory guidance to achieve agreed performance targets, process adherence, timeliness and quality levels tackling non-compliance and / or escalating as appropriate.

To action orders issued as part of Housing Ombudsman Determinations

Communicate effectively with customers, adapting style and method to the customers needs; with particular emphasis on ensuring those customers who may have accessibility challenges are not prohibited from access.

Write case reviews which identify service failures with recommendations for improving service delivery and / or opportunities to increase self-service; ensuring relevant stakeholder engagement and style / method of delivery is relevant to its audience.

Provide advice and guidance to own team and service areas to ensure a best practice approach and consistent customer experience; as well as providing accurate advice and information on relevant legislation.

Ensure knowledge of relevant legislation, and customer service / complaint management, is up-to-date, ensuring a proactive approach to knowledge and development.

Build strong, positive professional relationships with internal and external stakeholders, and positively interact with diverse groups / people.

Process compensation payments and liaising with the Finance department keeping customers updated with the status of payment.

Excellent understanding of customer service delivery and best practice; complaint management, specifically effective complaint investigations

Good level of understanding of ombudsman frameworks e.g. Housing Ombudsman, Local Government and Social Care Ombudsman or similar

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