At a Glance
- Tasks: Provide top-notch customer service and resolve issues efficiently.
- Company: Join one of the West Midlands' largest housing and care providers.
- Benefits: Enjoy 25 days holiday, healthcare perks, and a contributory pension scheme.
- Other info: Be part of an inclusive culture that values diversity and support.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Hours: Full time and part time roles available. The contact centre operates between 08:00 and 20:00, seven days a week.
Contract: Permanent
About the role
We currently have a great opportunity for a Resolution Officer to join our team. We're looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services. If you enjoy being part of a supportive, and growing team, this would be the perfect job for you.
Day in the life of a Resolution Officer
As a Resolution Officer, you will be providing a high-quality first contact resolution service to customers via a range of communication methods, in a friendly and professional manner. You will be responsible for delivering the Same Day Repair Service and ensuring that all customer enquiries are managed in line with the Quality Framework, to ensure excellent level of service is delivered.
This Resolution Officer role plays an integral part in Customer Experience Directorate which enables the operational delivery of the following organisational priorities:
- Delivering more for our customers
- Having the capacity to build more homes
- Being a great place to work for our colleagues
- Being a financially resilient business
- Being a key influencer in the region
What we are looking for
- Experience of working in a Customer Service environment. (Essential)
- Demonstrates a customer first approach. (Essential)
- Strong communications skills, with the ability to empathise and show patience. (Essential)
- Excellent problem-solving skills. (Essential)
- Ability to diffuse heated situations and work through methodically to resolve issues. (Essential)
- Ability to multi-task. (Essential)
- Good IT skills, competent with learning new systems quickly. (Essential)
- Demonstrates enthusiasm and determination. (Essential)
Please see the job description for the full list of essential and desirable criteria.
We can offer you
- A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available.
- 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period.
- The option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme.
About Us
We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home. The way we work is shaped by three simple behaviours:
- Own it – make it happen
- Improve it - move things forward.
- Live it – show understanding and compassion
We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.
Our Inclusive Culture
The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusive isn’t only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.
Interview date
Interviews may take place throughout the advert. We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details. We may close this vacancy early if we receive a high volume of applications. Interviews may take place throughout the advert. If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion. This role is also available to internal colleagues as a redeployment opportunity.
*Terms and Conditions are subject to review and may be amended from time to time, any changes to benefits advertised would be discussed during offer and onboarding.
Resolution Officer in Stafford employer: The Wrekin Housing Group Limited
The Housing Plus Group is an exceptional employer, offering a supportive and inclusive work environment in Stafford/Telford. With a strong commitment to employee growth, we provide extensive benefits including generous holiday allowances, a contributory pension scheme, and access to health resources, ensuring our Case Consultants can thrive both personally and professionally while making a meaningful impact in the community.
Contact Details:
The Wrekin Housing Group Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Officer in Stafford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Wrekin Housing Group Limited. 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 The Wrekin Housing Group Limited 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 Resolution Officer in Stafford
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 The Wrekin Housing Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at The Wrekin Housing Group Limited 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 The Wrekin Housing Group Limited!
How to prepare for a job interview at The Wrekin Housing Group Limited
✨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.
