Senior Customer Resolution Co-Ordinator

Proven experience managing complex or escalated complaints .

Experience investigating complaints and making balanced decisions based on evidence, policy and procedure .

Ability to review, analyse and appropriately challenge findings to ensure complaints are handled consistently and fairly.

Strong written communication skills, with experience producing clear and detailed responses for Customers and stakeholders.

Demonstrable experience managing multiple cases and competing priorities while meeting deadlines and service standards.

You'll have a strong background in complaint resolution and be confident managing complex cases independently from investigation through to resolution. You'll be comfortable gathering and analysing information, asking the right questions and making balanced decisions based on the evidence available.

You'll have excellent attention to detail, strong written and verbal communication skills and a genuine commitment to achieving fair and positive outcomes for Customers.

Highly organised and comfortable managing competing priorities, you'll be able to build effective relationships with colleagues and stakeholders across the organisation. You'll also be passionate about continuous improvement, using feedback and complaint insight to identify learning and help improve our services.

Experience within a regulated environment, particularly housing, and knowledge of the Housing Ombudsman's Complaint Handling Code would be advantageous.

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.

You'll receive:

• Bonus scheme for colleagues at 2% • 35 days holiday (including bank holidays) with the option to buy or sell days • Healthcare cashback plan for everyday medical costs, with private GP and health support services available • Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing • Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases • Ongoing training, professional qualifications, internal development programmes and career progression opportunities • Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work • Strong focus on inclusion, wellbeing and colleague engagement • Free membership to Places Gyms

If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please email the recruitment team [email protected]

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on [email protected] .

Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.

If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.

W e understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities

Armed Forces - We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.

Disability Confident - We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long-term negative effect on their ability to do daily activities.

Neurodivergent – Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self-advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.