Customer Resolution Advisor (Complaints)

Were VIVID! We offer a vibrant friendly inclusive culture that supports and develops the best people!

We have an exciting opening for aCustomer Resolution Advisor(Complaints)! Based out of ourPortsmouthoffice this is a full time role working 37 hours a week with a minimum of 20% of this to be office based to promote collaboration and team working.

Want to know what we can offer you

• 26 days holiday (plus bank holidays) with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. Well match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity paternity adoption and shared parental leave
• Access to counselling legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes

Heres the facts about the role:

As a Customer Resolution Advisor youll be responsible for a caseload of complaints taking ownership and managing through to resolution working within our policy framework and Housing Ombudsman requirements for complaint handling. Youll use your energy knowledge and enthusiasm to understand where things have gone wrong showing empathy to our customers and creatively finding ways to put things right.

Knowing your role systems and service inside out youll identify the best ways for us to help our customers. Youll use your influencing skills across other teams and drive innovative solutions ensuring that we resolve issues quickly and our customers never have to tell us twice about the same looking for someone who role models our values and takes personal accountability for delivering great customer service.

Youll need to be able to manage a caseload be organised good at record keeping driven to meet performance targets whilst meeting quality assurance measures on all written responses.

Were looking for someone with experience in complaints handling ideally with some knowledge of the social housing sector. Your communication skills will be your forte both verbally and in writing. Youll have a genuine passion for helping people with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment youll need to have excellent time management and prioritising skills and enjoy being busy.


You should have experience in a customer focused /customer facing role preferably within a complaints team which will greatly contribute towards your goal of being a champion of customer service across the business.


Interviews are due to take place WC 12 January(subject to change). Occasionally our adverts may close before the advertised closing date due to receiving a high number of applications.

Were a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home and from the moment customers move into their VIVID home were here to help with that and more.

Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term and this means in the quality safety and energy efficiency of existing homes and neighbourhoods with a firm focus on improving services so theyre easy to use and access by our customers.

Were addressing the shortage of affordable housing in the south building the right type of homes to meet the needs of our local communities. Were the sixth largest developer of new homes amongst housing associations in England having built over 1500 last year.

This is summed up in our vision More homes bright futures.