Job Description

Resolution Lead

Currently based in Broxbourne, Hertfordshire. Moving to Cheshunt, Hertfordshire autumn 2025
Full time / part time
Salary: 35,909 - 39,899 per annum (pro rata for part time hours)

Are you a natural people person who enjoys hunting down information and solving a problem?

Things can't go well all the time. But how you put it right and learn - that's key. So, the work our Resolution Leads do is a priority for us.

In this role, you'll get to work with customers one-on-one as well as with colleagues from across the business. When you're working on complaint cases, you'll have the authority to investigate, make decisions and get things sorted to make a difference for our customers.

You'll also have exposure to senior people as well as important corporate and regulatory projects, equipping you with knowledge and skills for your future career progression.

We're looking for someone with...

- Experience working in a customer facing role
- Knowledge of best practice in dispute resolution
- Good at spotting trends and interpreting data/feedback

You'll have great people, communication and analytical skills and be able to work collaboratively across teams to meet customer needs and complete their requests.

So many things start at home. But everyday people in our area are scrolling online thinking, "I'll never afford a home." This is where B3Living comes in.

We're a social business, helping by renting/selling affordable homes to more than 12,000 local people. We also offer a set of services designed to help our customers live comfortably in their homes - we keep our buildings and estates maintained, and we offer support when money becomes an issue or when people get older.

Housing has a big role to play in our local areas and on climate change. But our mission is to make a sustainable, positive change to the housing crisis for our customers and communities.

We enjoy a benefits package that offers something for everyone, including...

- 27 days' holiday per year plus bank holiday (pro rata for part time colleagues).
- Buy and sell holiday scheme.
- Cross organisational bonus scheme.
- Up to 12% pension contribution.
- Life assurance cover.
- Funded health cash plan or subsidised private medical insurance.
- Discount vouchers.
- Enhanced family leave.
- Range of special leave.
- Car loans, cycle to work and electric car lease scheme.
- Opportunities for flexible / hybrid working.

We are a Disability Confident employer, which means that we offer an interview to a fair and proportionate number of disabled applicants that meet the minimum selection criteria for the job.

Other organisations may call this role Customer Service Manager, Customer Resolution Manager, Customer Experience Manager, Complaints Manager, Customer Care Manager, Customer Service Team Leader, or Customer Service Supervisor.

All our vacancies are open to flexible working arrangements, something we are really proud of. We believe in the benefits of a diverse workforce and strongly welcome applications from those currently under-represented in the organisation, including LGBTQIA+ (lesbian, gay, bisexual, transgender, queer, intersex and asexual), and people under age 30.

So, if you're looking for an exciting opportunity as a Resolution Lead, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

Job Types: Full-time, Permanent

Pay: 35,909.00-39,899.00 per year

Work Location: In person