Customer Resolution Advisor

At Amplius were committed to creating positive lasting change for our customers and communities. As a Customer Resolution Advisor youll support our overall mission by resolving Stage 1 complaints and responding to feedback with empathy. Youll help turn negative experiences into positive outcomes and spot opportunities to improve how we work. If youre calm under pressure and put customers first wed love to hear from you.

Salary: 28134.17 per year

Contract: Permanent full time

Your week: 36.25 hours (Monday to Friday 8.45am 5pm)

Location: Hybrid with a weekly presence in either our Milton Keynes Rushden Peterborough or Boston offices.

Snapshot of your role

• Take ownership of Stage 1 complaints and aim to resolve them effectively to avoid escalation.
• Ensure all complaints are handled in line with the Housing Ombudsmans Complaint Handling Code.
• Draft clear empathetic written responses to customers.
• Follow up on any agreed actions to make sure theyre completed within reasonable timeframes.
• Recover negative customer feedback from transactional surveys where possible.
• Work collaboratively with internal teams and external partners to support complaint resolution.
• Record accurate and detailed case notes.
• Identify trends and share insights to help improve services.
• Stay up to date with relevant legislation and guidance.
• Assess and award compensation in line with Amplius policies and financial limits.

Your toolkit for success

• Experience managing formal complaints and negative feedback with a focus on resolving issues fairly and professionally.
• Excellent communication skills with the ability to write clearly and speak confidently with customers and colleagues.
• Strong organisational skills able to prioritise tasks and meet deadlines in a busy environment.
• A customer-first mindset with the resilience empathy and integrity needed to rebuild trust.
• Confident using IT systems and handling data accurately with a keen eye for detail.
• A team player who collaborates well and is open to change and continuous improvement.

Please read the attached Job Description before applying so you get the full scope of the role.

Why join Amplius

There are loads of things that make Amplius a great place to be - every colleague has the chance to grow with us make a real difference to our customers lives and ultimately be the most authentic version of themselves.

• 28 days annual leave (plus bank holidays)
• Enhanced maternity paternity and adoption leave
• Paid qualifications and professional subscriptions
• Pension contribution up to 10%
• Health and wellbeing support
• Carers leave
• Cycle to work scheme
• Electric car lease scheme
• Paid fertility and maternity leave
• Financial Wellbeing support
• Free flu jabs
• Life assurance

Grow with us
Your development matters to us. With tailored training programs ongoing feedback and career progression pathways we support you to advance as far as you want to go.

Make a real impact
Our mission is rooted in service and community. Your work will contribute directly to improving the lives of people in the communities we serve.

Environmental and social impact
Were dedicated to sustainability and social responsibility taking real steps to protect our planet and foster inclusivity.

Our values
Were committed to inclusivity respect and integrity. We encourage all of our colleagues to embody these values working together to create a positive empowering environment.

Important - We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.

Closing: 30 July

Phone screening: 4 August

Interviews: 7 August

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

Have questions Contact the Amplius Recruitment Team and well be in touch to support you with any questions queries or conundrums!

Amplius is one of the largest housing providers across the Midlands East and Southeast of England. We own and manage more than 37000 homes and deliver a range of quality services including care and support specialist housing and home ownership options. Were a team of over 1300 colleagues driven to have a positive impact on peoples lives and provide affordable homes that make a difference.