Torus Group
Customer Resolution Officer – Liverpool, St Helens, Warrington
Key Responsibilities
- Liaise with customers to clarify complaint details, impact, and desired resolution.
- Thoroughly investigate complaints, reviewing records, assessing documents, and liaising with colleagues.
- Identify and consider customer vulnerability and individual circumstances.
- Resolve complaints effectively, adhering to Complaints Policy and Handling Code.
- Monitor complaint decisions, remedies, and service delivery recommendations.
- Process and issue goodwill/compensation payments according to standards.
- Record all actions and interventions in the Case Management system.
- Monitor complaint cases until customer satisfaction.
- Support and guide Customer Service Advisors on complaint logging.
- Share complaint/compliment learning with the Learning and Improvement Officer.
- Contribute ideas for efficiency and improvement in customer-facing processes.
- Arrange in-person meetings with customers (if necessary).
Skills and Expertise
- GCSE grade 3+ or equivalent qualification, training, or experience
- CIH Level 3 or willingness to work towards
- Proven experience in a customer-focused environment, delivering excellent customer service
- Knowledge of the Housing Ombudsmans Complaints Handling Code and Governments Social Housing White Paper
- Excellent complaint handling and communication skills, seeking to improve practices
- Proven problem-solving and decision-making skills in complex situations
- Negotiation skills, good written and verbal communication
- Ability to work individually and as part of a team
- Data analysis and interpretation skills
- Excellent knowledge of IT systems (Microsoft Office, housing software)
- Continuous learning for best practice in complaint handling and resolution