Senior Customer Resolution Co-Ordinator in Preston

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do. We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other. Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

More about your role

As a Senior Customer Resolution Co-ordinator , you'll take ownership of complex and escalated customer complaints, managing cases from initial investigation through to resolution. You'll work across the organisation to ensure concerns are fully understood, thoroughly investigated and resolved fairly, delivering clear and high-quality outcomes for our Customers.

Working closely with operational teams, contractors and stakeholders, you'll gather and review evidence, challenge findings where appropriate and make balanced decisions in line with policy, procedure and regulatory requirements. You'll ensure agreed actions are progressed effectively and Customers are kept informed throughout the complaints process.

You'll also play an important role in identifying recurring themes, service failures and opportunities for improvement, using insight from complaints to support learning and help improve the services we provide.

As part of the wider Complaints Service, you'll manage a varied caseload and support the team in responding to changing business needs. This will include maintaining accurate case records, managing correspondence, monitoring actions and ensuring complaints are resolved within agreed timescales.

Reporting to the Complaints Manager, you'll help ensure complaints are handled professionally, impartially and consistently, with a strong focus on delivering fair outcomes and an excellent Customer experience.

Essential Criteria

• Proven experience managing complex or escalated complaints .
• Experience investigating complaints and making balanced decisions based on evidence, policy and procedure .
• Ability to review, analyse and appropriately challenge findings to ensure complaints are handled consistently and fairly.
• Strong written communication skills, with experience producing clear and detailed responses for Customers and stakeholders.
• Demonstrable experience managing multiple cases and competing priorities while meeting deadlines and service standards.

More about you

You'll have a strong background in complaint resolution and be confident managing complex cases independently from investigation through to resolution. You'll be comfortable gathering and analysing information, asking the right questions and making balanced decisions based on the evidence available.

You'll have excellent attention to detail, strong written and verbal communication skills and a genuine commitment to achieving fair and positive outcomes for Customers.

Highly organised and comfortable managing competing priorities, you'll be able to build effective relationships with colleagues and stakeholders across the organisation. You'll also be passionate about continuous improvement, using feedback and complaint insight to identify learning and help improve our services.

Experience within a regulated environment, particularly housing, and knowledge of the Housing Ombudsman's Complaint Handling Code would be advantageous.

What you'll get

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.

You'll receive:

• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holidays) with the option to buy or sell days
• Healthcare cashback plan for everyday medical costs, with private GP and health support services available
• Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
• Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities
• Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities

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