Customer Resolution Officer in Liverpool

An exceptional opportunity has arisen to join one of North West’s leading housing associations. Prima Group is an ambitious, forward‑thinking and innovative place to work. We see our people being key to our success, and are Gold Award members of Investors in People.

Location: Flexible hybrid working arrangements between home and Prima offices (Columbus Quay or Twickenham Drive)

Salary: £35,984 Per annum

Main Duties

• Complaints
  • Lead on the management of complaints, ensuring that we work within Prima timescales and those set out within the Housing Ombudsman’s Complaints Handling Code.
  • Co‑ordinating any stage 2 appeal panel hearings for the Executive Team and Board members.
  • Lead contact with the Housing Ombudsman and co‑ordinating the response to any complaints investigated by them.
  • Work with colleagues to use their expert knowledge to investigate customer complaints from a fair and informed position, ensuring that consideration is given to the end‑to‑end customer journey.
  • Ensure that you take into consideration the needs of all customers accessing the service, providing a fair and equitable resolution that is customer‑focused.
  • Take action to ‘put things right’ and advocate for appropriate remedies.
  • Track complaint outcome actions and lessons learned to support continuous improvement of working practices.
  • Report to customers and Boards and Committees on complaint activity.
  • Create a positive complaint handling culture through continuous learning and improvement.
• Customer Feedback
  • Support on collection and reporting of Tenant Satisfaction Measures (TSM’s).
  • Ensure appropriate surveys are in place for gathering Customer feedback.
  • Monitor customer feedback gathered through Prima Voices, ensuring appropriate escalations are in place.
  • Act as business partner for service areas on business improvement activities linked to customer feedback, ensuring changes planned respond to customer feedback positively.
• Analysis
  • Analyse themes and trends from all channels of customer feedback, and present information to appropriate stakeholders.
  • Work with stakeholders to identify areas for improvement.
  • Keep up to date with Ombudsman learning reports and other publications, demonstrating learning in annual reports.
  • Carry out the annual self‑assessment against the Complaint handling Code.

Person Requirements

• Educated to A Level or equivalent; Degree level or professional qualification would be desired.
• Commitment to customer service excellence.
• Attention to detail.
• Demonstrates drive and resilience.
• Team player.
• Proactive approach to work.
• Self‑starting and self‑motivated.
• Focus on getting things done.
• Flexible and adaptable.

Skills & Competencies For The Role

• Good understanding of best practice in customer services.
• Complaint handling experience, handling these with empathy and equity.
• Creating performance reports in a variety of engaging formats.
• Experience of using Microsoft packages at an advanced level.
• Good working understanding of business improvement and performance management processes.
• Ability to translate complex data and information into meaningful insight for a wider audience.
• Experience of using performance management and benchmarking as a tool for improving performance.
• Good report writing knowledge such as Business Objects, Power BI, SQL.
• Experience of working with customers to monitor and improve services.
• Experience of customer insight, segmentation and social and statistical research methods.
• Experienced in regulation or service audits and improvement plans, working collaboratively with colleagues would be beneficial.
• Experience and understanding of the social housing sector and key operational aims would be desirable.

Benefits - why work for us?

• Healthcare Cash Plan scheme.
• Salary sacrifice scheme for qualifying staff.
• Pension scheme.
• 24 days annual leave plus bank holidays and 4 Concessionary Days over the Christmas period off.
• Birthday Annual Leave.
• Volunteering Scheme.
• Long Service Awards.
• 35‑hour week Monday‑Friday.
• Fully flexible working arrangements – hybrid working from the office and from home. This role requires attendance at quarterly meetings held after 5pm.
• Free parking on site at Prima’s two offices.

Prima Group is an equal opportunities employer committed to creating an inclusive environment where diversity is valued, and everyone is treated with dignity and respect. We welcome applications from all qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation, or age. Prima Group has signed up to the Disability Confident Scheme and the Caring Business Charter. We guarantee to interview all disabled applicants and those care‑experienced young people, who meet the minimum criteria for the vacancy. Please specify if you wish to be considered under this scheme.