At a Glance
- Tasks: Lead a team to resolve customer complaints and improve service quality.
- Company: Join Midland Heart, a dynamic housing organisation focused on tenant satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Work on-site at least 3 days a week in a collaborative team.
- Why this job: Make a real difference in tenants' lives by enhancing complaint handling and service delivery.
- Qualifications: Experience in customer resolution and strong leadership skills required.
The predicted salary is between 37800 - 46200 £ per year.
This is an exciting time to join our Customer Resolution service. We see complaints as being an essential part of understanding our tenants' experiences and identifying where we can improve. We're committed to creating a service that is trusted by our tenants, delivers fair and effective resolutions and turns insight into meaningful improvements across our services. We're looking for high-calibre, experienced Customer Resolutions Managers to join us as we continue to strengthen how we listen, learn and respond to tenants.
In these newly created roles, you'll help lead the service forward, drive excellent standards of complaint handling in line with the Housing Ombudsman code and turn customer insight into meaningful and lasting service improvements across Midland Heart.
The Role
You'll provide leadership across complaints, ensuring we deliver a fair, effective and accessible service that meets regulatory expectations and improves outcomes for tenants. Leading a team handling complex and high-profile complaints, you'll work closely with leaders across the organisation to provide the challenge, insight and assurance needed to strengthen complaint handling and customer resolution.
Responsibilities include, but aren't limited to:
- Lead the delivery of a high-quality complaints service, ensuring compliance with the Housing Ombudsman Complaint Handling Code, Consumer Standards and relevant legislation.
- Provide oversight of complex, high-risk and high-profile complaints, including Housing Ombudsman casework, ensuring effective and proportionate resolution.
- Use complaints, customer feedback and Ombudsman insight to identify trends, root causes and opportunities for service improvement.
- Provide strategic performance reporting and assurance to the Executive Team, Board and Committees, highlighting performance, risks and emerging issues.
- Build effective relationships with senior stakeholders, the Housing Ombudsman Service and other external partners, influencing outcomes and representing Midland Heart where required.
Our ideal candidate?
You'll be an experienced complaints or customer resolution leader who combines strong regulatory knowledge with the confidence to influence, challenge and drive change. Your CV and cover letter will demonstrate:
- Proven experience of leading and managing teams, with a strong focus on performance management, development, accountability and creating a high-performing service culture.
- Significant experience of managing complaints within a regulated environment, with a strong track record of improving complaint handling, service performance and customer outcomes.
- Strong knowledge of housing legislation, regulatory requirements and the Housing Ombudsman framework, with the ability to apply this effectively in practice.
- Excellent analytical, influencing and stakeholder management skills, with the confidence to challenge senior leaders and turn insight into action.
A people management or leadership qualification would be beneficial, as would a Level 5 Housing Qualification, or a willingness to work towards one.
Please be advised that due to the high-profile and collaborative nature of this role, you will need 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 provisionally close at midnight on Monday 7th September. Please be advised that we reserve the right to close applications prior to this date, dependant on the volume of applications 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.
Customer Resolution Manager in Birmingham employer: Midland Heart
Midland Heart is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. With competitive salaries, comprehensive healthcare benefits, and the provision of tools and a van for your role, you will have everything you need to succeed while making a meaningful impact in the Birmingham community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midland Heart. 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 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 Manager 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:Your cover letter is your chance to shine! Tell us why you want to work at Midland Heart 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!
How to prepare for a job interview at Midland Heart
✨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.
