At Amplius, we’re committed to creating positive, lasting change for our customers and communities. As a Customer Resolution Advisor, you’ll support our overall mission by resolving Stage 1 complaints and responding to feedback with empathy. You’ll help turn negative experiences into positive outcomes and spot opportunities to improve how we work. If you're calm under pressure and put customers first, we’d love to hear from you. ??Salary: £28,134.17 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 Ombudsman’s Complaint Handling Code. Draft clear, empathetic written responses to customers. Follow up on any agreed actions to make sure they’re 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 usYour 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 impactOur 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 impactWe’re dedicated to sustainability and social responsibility, taking real steps to protect our planet and foster inclusivity. ??Our valuesWe’re 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 we’ll be in touch to support you with any questions, queries or conundrums!