Customer Resolution Officer

Are you passionate about delivering exceptional customer service and resolving issues with empathy and professionalism? Torus Group is seeking a dedicated Customer Resolution Officer to join our team, based across Liverpool, St Helens, and Warrington. In this vital role, you'll manage a caseload of Stage 1 and Stage 2 complaints across all service areas, as well as respond to MP enquiries within specified timescales. With a keen eye for detail and a commitment to upholding our Complaints Policy and Procedure, you'll act as a single point of contact for customers, ensuring timely and effective resolutions. Your work will go beyond resolving complaints-you'll play a key role in improving the customer experience by identifying lessons learned and driving service enhancements. By embodying Torus' culture, values, and behaviours, you'll help promote a culture of customer service excellence. If you're empathetic, objective, and ready to make an impact, we'd love to hear from you.,

• Liaise with customers to clarify the details of the complaint, the impact this has had on the customer and how they would like
the complaint to be resolved.
• Investigate complaints thoroughly including reviewing records, assessing documents liaising with colleagues across all business
areas and at all levels.
• Ensure that customer vulnerability and individual circumstances are identified and taken into account
• Ensure the effective resolution of complaints, applying the principles of dispute resolution, delivering a high quality
response to the customer that meets the requirements of the Complaints Policy and Complaint Handling Code.
• Monitor the implementation of complaint decisions, remedies and recommendations on service delivery. Including ensuring that
goodwill or compensation payments are processed and issued to the customer in accordance with required service standards.
• Ensure all actions and interventions are recorded within the Case Management system and monitor complaint cases until all
actions agreed have been completed and the customer is satisfied with the outcome.
• Provide support, guidance and advice to Customer Service Advisors to ensure all complaints are logged correctly in the first
instance.
• Identify and ensure any learning from complaints or compliments is shared with the Learning and Improvement Officer to embed
changes and promote best practice for inclusion in Learning Circles across the organisation.
• Contribute ideas that create efficiencies & improvements in customer facing, complaints handling and other processes.
• Where required, arrange to meet with the customer face to face in the office or in their home.
  
  GCSE grade 3 and above education or equivalent relevant qualification, training or experience.
• CIH Level 3 or willingness to work towards
• Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
• Knowledge of the Housing Ombudsman's Complaints Handling Code and Government's Social Housing White Paper
• Excellent complaint handling and communication skills and actively seek to improve working practices and customer service.
• Proven experience of problem solving and effective decision making in complex situations.
• Negotiation skills and good written and verbal communications skills.
• Ability to work both as an individual and as part of a team.
• Ability to analyse and interpret data and information to inform decision making.
• Excellent knowledge of IT systems including Microsoft Office and other housing software
• Continuous learning to ensure best practice for complaint handling and resolution
Interview Process:
• Candidates will undergo in-person interviews, consisting of a competency-based interview. Please note that applications will be
shortlisted in the New Year, and all candidates will receive feedback on the outcome of their application during the week commencing 6th January 2025. Additional Information: Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
• Right to work verification
• Qualification certificate check
• 2x Completed references
• OH Health Questionnaire - Fit For Work
• DBS check (if required for role)