Job Description

Customer Resolutions Specialist (Housing)

Full Time Salary

32,600

Employment Type

Full time

Hours Per Week

35

Region

Lancashire

Location

1a Enterprise Way, Accrington, BB5 0FR

Contract Type

Permanent

Job Type

Customer Services

Closing Date

27/06/2025

Ref No

2464

What you can expect from us

We offer a competitive salary of 32,600 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks. Opportunity to further increase annual leave with service or though the holiday purchase scheme. Immediate entry to our Pension scheme (matched contributions up to 10%) A great flexible working environment, with a range of family friendly policies Simply Health cash plan with financial benefits and the option to extend to your family. Cover includes dental, optical, physiotherapy, 24HR private GP access and much more. Paid leave for absence including sickness, maternity, paternity, and adoption leave. Access of up to 150 annually through the 'Learning for life' scheme Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme. Develop your career with support and access to training and qualifications.

About the role

We are seeking a Customer Resolutions Specialist to join our Customer Services team in Accrington on a permanent basis dealing with housing related customer complaints such as housing repairs, rent payment issues, antisocial behaviour and other tenancy related issues.



This is a home-based role with no daily requirement to attend an office. However, you will need to attend the office at least one day per week, and the office location may vary. Additionally, you will be required to travel to offices across the North West for business reasons, including training and meetings, as necessary to fulfill your job responsibilities.



The purpose of this role is to be responsible for the management and handling of Onward Homes customer complaints, compliments and feedback. The post holder will ensure that we manage all communication in line with our agreed policy framework, providing a high quality and comprehensive service in response to customer complaints and feedback. You will embed and support a culture of continuous improvement and learning from the views of our customers.



An ambassador for customer service you will work collaboratively to ensure Onward provides high levels of customer service across all functional service areas, utilising feedback to influence operational decisions and positive change.

Key Responsibilities

Complaints Management

Lead Onward Homes' approach to complaints management, ensuring that customer feedback is responded to in a way that delivers a positive outcome for both the customer and the organisation. Ensure that our customers receive a consistent, efficient and high quality service in line with Onward's Comments, Compliments and Complaints policy and any agreed Customer Service Standards. Ensure all complaints, compliments and feedback are responded to fully within the agreed timescale.Be the expert and champion Work collaboratively with leaders across the organisation to develop and implement recommendations for improving service delivery for our complaints management system, ensuring we are using it fully and can take advantage of insight to deliver an effective complaints experience.

Learning and Evaluation

Develop and embed an approach to identify learning outcomes from complaints and how Onward can improve.

Team Working

Work with colleagues and contractors to ensure that they understand the expectations of them when dealing with complaints. Develop and implement a feedback mechanism for our customers which demonstrates Onwards performance in relation to complaints and feedback. Contribute to performance reports, providing insight and narrative where required.

Housing Ombudsman, MP Enquiries and escalated complaints

Act as the point of contact for external agencies and coordinate Housing Ombudsman and MP enquiries, ensuring a timely and high quality response is delivered within agreed timescales.


Share any actions and key findings with the relevant service lead(s), ensuring that we act upon any points of learning and use them to drive service improvement.

Research and Innovation

Research and share best practice from across the Housing Sector and beyond, ensuring that we are always at the forefront of effective complaints management and service delivery.

Ensure that Onward Homes operates in line with and is compliant with, legislative changes and that policies and procedures are updated accordingly.

Skills, Knowledge and Experience

Essential:

Experience of developing and maintaining an effective customer facing service in a high volume and fast paced environment. Experience of managing, handling and responding to customer complaints. Experience of using learning outcomes, data and examples of best practice to produce recommendations for service improvement. Experience Ability to communicate effectively with customers, colleagues and partner organisations, acting as an ambassador for customer service at Onward. of building effective working relationships with customers and colleagues to achieve successful outcomes, develop and improve services. Ability to lead on individual areas of work and prioritise workload to meet deadlines. Demonstrate a clear passion for improving the customer experience. IT Skills - Microsoft Office up to intermediate level. A Full UK Driving Licence and access to your own car

Desirable:

Experience of using and administering complaints management systems. A good understanding of key housing legislation, best practice and current issues.

Qualifications

Essential:

GSCE Level C and above in English

About Onward

Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across in 52 neighbourhoods across the region.



We believe that everyone deserves a place to call their own, which is why we're committed to building 500 new homes each year. We do more than just provide a roof over our customers' heads, we're here to make a real difference.



In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.



We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.



If candidates have any questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on

HumanResourcesTeam@onward.co.uk

and a member of the HR Team will be in touch.

Please note that we reserve the right to close the vacancy early prior to the closing date.