ABOUT US
The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
JOB DESCRIPTION
Were looking for a dynamic and passionate individual to join our Complaints & Resolution Team, this role is offered on a full-time 35 hour per week, fixed-term contract for up to 12-months. You will act as the key point of contact for any resident who has made a complaint and will take personal responsibility for ensuring that every resident receives a positive experience of the complaints service in a timely manner.
We currently operate a hybrid working style, so you'll work 3 days a week in office and 2 days from home.
About the Role
Reporting to the Complaints and Resolution Manager, youll respond to our residents complaints and disrepair claims and work to regain their trust by taking the appropriate actions to put things right. Youll provide effective resolution to disrepair claims and complaints escalated to board members, the executive team, senior managers, directors, MPs, Councillors, and the Housing Ombudsman Service.
Youll provide feedback, training and coaching to our Customer Service Advisors to help meet KPIs, individual objectives, support continuous improvement and individual development.
About you
Were a customer-focused organisation so we know that how we do things is just as important as what we do.
The successful candidate will have good Microsoft Office skills, good attention to detail and experience of working to deadlines and targets are essential. Above all, you will be committed to delivering an excellent service to our residents and will go out of your way to find solutions to problems. You will also have the following essential skills and experience:
Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
Experience handling complaints.
Proven experience of problem solving and effective decision making in complex situations.
Experience of using new and emerging technologies in an omni-channel Customer Service Environment which are customer led.
Ability to work both as an individual and as part of a team.
Ability to deal sensitively, empathetically, and tactfully in difficult and challenging situations.
Ability to analyse and interpret data and information to inform decision making.
Demonstrable excellent oral and written communication.
Good knowledge of Microsoft Office.
Excellent attention to detail.
An understanding of coaching models and experience developing others.
Able to demonstrate Guinness behavioural competencies.
If you're interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and ensure you meet the essential criteria.
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Benefits
Holidays: We offer 25 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days).
Competitive Pension Scheme: We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions.
Benefits Portal: We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping.
Performance Pay: Annual Performance Score bonus subject to eligibility
Life Assurance: For peace of mind Guinness provides three times salary life cover in the event of your death
Health Plan Options: There are a couple of health care schemes available depending on the post grade
VDU/DSE: Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work
Additional benefits include:
Access to the Finance wellbeing portal
Professional subscription annual payment
Travel season ticket loan
Car lease scheme
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