At a Glance
- Tasks: Support our Customer Resolution team by managing complaints and ensuring smooth communication.
- Company: Join Midland Heart, a dynamic housing organisation dedicated to making a difference.
- Benefits: Gain valuable experience, work in a supportive environment, and enjoy career development opportunities.
- Other info: Work on-site at least 3 days a week in a fast-paced, rewarding role.
- Why this job: Be the voice for tenants and help improve their experiences while building your skills.
- Qualifications: Experience in customer service or administration, strong organisational and communication skills.
The predicted salary is between 31500 - 38500 £ per year.
This is an exciting time to join our Customer Resolution service.
We're looking for a Customer Resolution Support Assistant to provide the organisation, coordination and customer support that helps our resolution service run effectively.
You'll play an important role in making sure complaints are triaged promptly, tenants receive clear communication and agreed actions are followed through.
The Role
This is a busy and varied role at the heart of our Customer Resolution service.
We see complaints as giving us valuable insight into our tenants' experiences and where we need to do better.
We're committed to making sure tenants feel listened to, concerns are progressed promptly and the learning from complaints helps us improve the services we provide.
Working as part of a dedicated team, you'll provide day-to-day administrative and triage support, helping complaints progress efficiently from initial contact through to resolution.
You'll have the opportunity to work across the Customer Resolution team and wider organisation, supporting early resolution wherever possible and making sure complaints that require investigation or more complex decision‑making are escalated to the right people at the right time.
Responsibilities include, but aren't limited to
- Provide day-to-day administrative and triage support to the Customer Resolution team, ensuring complaints are progressed accurately, promptly and professionally.
- Liaise with tenants to acknowledge complaints, provide updates, explain processes and timescales, gather initial information and signpost where appropriate.
- Support early resolution by identifying straightforward actions, coordinating with relevant teams and ensuring agreed next steps are progressed.
- Escalate complaints to Customer Resolution Officers where formal investigation, complex resolution, decision‑making or additional support is required.
- Maintain accurate case records, process compensation payments, track agreed actions and complete audit checks to ensure actions are followed through.
- Support the team with data, performance information, meetings, workshops and general administration, helping to identify opportunities to improve complaint handling and the tenant experience.
Our ideal candidate?
You'll be an organised and customer‑focused administrator who can manage competing priorities, communicate confidently with tenants and colleagues and make sure things are progressed when they need to be.
You'll be comfortable working in a busy, fast‑paced environment and understand the importance of accuracy, confidentiality and delivering a positive customer experience.
Your CV and cover letter will demonstrate
- Experience of working in a busy customer service or administrative environment, managing competing priorities, high volumes of work and deadlines.
- Strong organisational and communication skills, with the ability to manage shared inboxes, prioritise correspondence and ensure actions are followed through efficiently.
- Good IT skills, including experience using Microsoft Office and customer or case management systems to record, track and monitor enquiries accurately.
- Experience of supporting complaints or customer enquiries, with an understanding of the importance of early resolution, clear communication and resolving issues promptly and fairly.
Knowledge of housing or complaints processes would be beneficial. A good understanding of data protection and confidentiality is also .
Please be advised that, due to the high‑profile nature of this role, you will need to be prepared to work on‑site a minimum of 3 days per week.
Who are Midland Heart?
We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home.
We welcome people from every walk of life, at every stage of their career.
We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed.
Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
Applications for this role are due to close on Sunday 30th August.
Please note that we reserve the right to cease recruitment for this role early based on the volume of applications and response received.
We're proud to be a Disability Confident Employer.
Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
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Customer Resolution Support Assistant in Birmingham employer: Midland Heart Ltd
Midland Heart Ltd is an excellent employer, offering a supportive work culture that values teamwork and customer satisfaction. With competitive salaries, comprehensive benefits including healthcare and generous annual leave, as well as opportunities for professional growth, employees can thrive in their roles while making a meaningful impact in the communities of Coventry and Leicestershire.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Support Assistant in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midland Heart Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Midland Heart Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Resolution Support Assistant in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Midland Heart Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Midland Heart Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Midland Heart Ltd!
How to prepare for a job interview at Midland Heart Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
