Service Care Solutions Ltd

Customer Resolutions Manager

Job title: Customer Resolution Manager
Location of the job: Sevenoaks, Kent TN13
Contract type: Permanent
Weekly hours: 37
Working hours and breaks: Hybrid Working 2 Days Office 3 Home Working
Start date: 30th July

The Candidate will be responsible for ensuring our complaints handling is efficient in meeting the Housing Ombudsman's Code.

They will be responsible for feedback processes, supporting customers and ensuring we learn from our customers' experiences and implement service improvements.
Experience in dealing with challenging behaviour with strong negotiation skills is essential.
The candidate will be proficient in managing a team to deliver an excellent complaint resolution service.

Key Accountabilities:

  • Ensure all customers are treated with dignity and respect and that services are tailored to meet the diverse needs of individuals.

  • Respond to complex customer complaints and negative feedback with compassion and impartiality, ensuring customer's views are thoroughly investigated and acted on as appropriate.

  • Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.

  • Work collaboratively with colleagues across the business to get the right result for our customers, providing challenge where necessary.

  • Maximise learning from customer feedback, working with colleagues to identify areas of improvement and to implement complaint outcomes.

  • Maintain positive working relationships with colleagues and external stakeholders, including local authorities, MPs and the Housing Ombudsman Service.

  • Ability to analyse complaints data, identify trends, recommend improvement to services.

  • Prepare regular reports on performance for Executive Team and relevant Committees and Boards.

  • Provide training, advice, and guidance to colleagues around complaints and customer feedback as and when required.

  • Competently use relevant systems to deliver an excellent service.

  • Role model the company values

  • Undertake any other duties to meet the requirements of the role

Essential criteria:

  • Customer service and/or complaints experience.

  • Problem-solving, including difficult situations.

  • Dealing with challenging behaviour and delivering difficult messages.

  • Building and maintaining relationships with colleagues and stakeholders

  • Tenacity and ability to see things through to a resolution.

  • Tailoring your communication for different audiences.

  • Experienced with policies and procedures.

  • Strong computer skills and ability to adapt to new systems

  • Adaptability and supporting others with change.

  • Applying equality, diversity, and inclusion principles.

  • Previous management of a team.

  • Previous experience of working in a customer focused environment.

Desirable experience:

  • Experience of the Housing Sector

  • A Charted Institute of Housing Qualification, or the desire to work towards one.

  • Clean driving licence and access to a car

  • Managing complaints

If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Adam at Service Care Solutions on 01772 208 966 or send an E-Mail to

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