At a Glance
- Tasks: Resolve tenant complaints and improve service through insightful investigations.
- Company: Join Midland Heart, a leading housing organisation dedicated to community support.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Work on-site at least 3 days a week in a dynamic team.
- Why this job: Make a real difference by helping tenants feel heard and valued.
- Qualifications: Experience in complaint handling and strong problem-solving skills required.
The predicted salary is between 27000 - 33000 £ per year.
This is an exciting time to join our Customer Resolution service and play a key role in delivering positive outcomes for our tenants and customers. Working within a team as a Customer Resolutions Officer, you'll take ownership of complaints from receipt through to resolution, looking beyond the immediate issue to understand what has happened, establish root causes and identify what we can learn and do differently.
We see complaints as an important opportunity to listen to our tenants, understand their experiences and make sure we get things right. We want every tenant who raises a complaint to feel heard, treated with empathy and confident that someone is taking ownership of their concerns.
As a Customer Resolutions Officer you'll manage a caseload, working closely with colleagues across Midland Heart to investigate complaints thoroughly and impartially, ensuring we deliver an accessible, fair and effective service that meets the requirements of the Housing Ombudsman's Complaint Handling Code and, importantly, delivers for our tenants. You’ll also play an important role in identifying root causes, trends and service failures, using complaint insight to support learning and meaningful service improvement.
Responsibilities include, but aren't limited to:
- Own both stage 1 and stage 2 complaints from receipt to resolution, leading thorough, impartial and evidence-based investigations and delivering timely outcomes in line with the Housing Ombudsman's Complaint Handling Code.
- Listen empathetically to tenants, understand their experience and identify remedies to resolve concerns where appropriate.
- Collaborate across teams to gather evidence, challenge where necessary and establish root causes, identifying trends, service failures and learning that can prevent repeat complaints.
- Manage enquiries from MPs, Councillors, the Executive Team and the Housing Ombudsman Service, coordinating information, preparing clear responses and ensuring actions and deadlines are met.
- Maintain accurate records and share insights, case studies and learning with the Customer Resolution Manager and relevant teams, to support service improvements and better tenant outcomes.
Our ideal candidate? You’ll be an experienced complaints, customer resolution or customer service professional who understands the importance of listening to people, taking ownership and finding solutions. Your CV and cover letter will demonstrate:
- Experience of complaint handling, ideally within a regulated environment and with knowledge of the Housing Ombudsman's Complaint Handling Code.
- The organisation, resilience and accountability to manage a high-volume caseload, including complex and challenging complaints.
- Strong investigation and problem-solving skills, with the ability to gather and evaluate evidence, establish root causes, identify appropriate remedies and make fair, balanced decisions.
- Excellent communication and relationship-building skills, evidencing experience of working across teams, constructively challenging where necessary and producing clear, accurate and empathetic written responses.
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.
Interested? Applications provisionally close at midnight on Sunday 30th August. 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 Officer 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 Officer 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 Officer 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.
