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- Tasks: Manage customer complaints and find creative solutions to resolve issues.
- Company: VIVID offers a vibrant, inclusive culture focused on developing the best talent.
- Benefits: Enjoy 26 days holiday, a productivity bonus, private medical insurance, and more!
- Why this job: Join a supportive team where your passion for helping others makes a real impact.
- Qualifications: Experience in complaints handling and excellent communication skills are essential.
- Other info: Interviews scheduled for 30 July; apply early as positions may close quickly.
The predicted salary is between 28800 - 43200 £ per year.
We’re VIVID! –We offer a vibrant, friendly, inclusive culture that supports and develops the best people!
We have an exciting opening for a Customer Resolution Advisor (Complaints)! Based out of our Portsmouthoffice, this is a full time role working 37 hours a week, with a minimum of 20% of this to be office based to promote collaboration and team working.
Want to know what we can offer you?
- 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
- A productivity-related bonus scheme to enhance your take-home
- A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
- Life assurance paid at x 3 annual salary
- Private medical insurance
- Health care cash plan called Medicash
- Enhanced pay for maternity, paternity, adoption and shared parental leave
- Access to counselling, legal and financial information
- Electric car scheme
- Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes
Here’s the facts about the role:
As a Customer Resolution Advisor you’ll be responsible for a caseload of complaints, taking ownership and managing through to resolution, working within our policy framework and Housing Ombudsman requirements for complaint handling. You’ll use your energy, knowledge and enthusiasm to understand where things have gone wrong, showing empathy to our customers and creatively finding ways to put things right.
Knowing your role, systems and service inside out, you’ll identify the best ways for us to help our customers. You’ll use your influencing skills across other teams and drive innovative solutions ensuring that we resolve issues quickly and our customers never have to tell us twice about the same thing.We’re looking for someone who role models our values and takes personal accountability for delivering great customer service.
You’ll need to be able to manage a caseload, be organised, good at record keeping, driven to meet performance targets, whilst meeting quality assurance measures on all written responses.
We’re looking for someone with experience in complaints handling, ideally with some knowledge of the social housing sector. Your communication skills will be your forte, both verbally and in writing. You’ll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritising skills and enjoy being busy.
You should have experience in a customer focused /customer facing role, preferably within a complaints team, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.
Interviews are due to take place Wednesday 30 July (subject to change). Occasionally, our adverts may close before the advertised closing date due to receiving a high number of applications.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.
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Created on 12/07/2025 by TN United Kingdom
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Customer Resolution Advisor employer: Vivid Housing
Contact Detail:
Vivid Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Advisor
✨Tip Number 1
Familiarise yourself with VIVID's values and culture. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs. This will show that you're not just looking for a job, but that you genuinely want to be part of their vibrant community.
✨Tip Number 2
Brush up on your complaints handling skills. Since the role focuses heavily on resolving customer issues, think of specific examples from your past experiences where you've successfully managed complaints. Be ready to discuss these during any conversations you have with the team.
✨Tip Number 3
Network with current or former employees of VIVID. Use platforms like LinkedIn to connect and ask them about their experiences. This can provide you with valuable insights into the company and may even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Prepare to showcase your communication skills. Since the role requires excellent verbal and written communication, practice articulating your thoughts clearly and concisely. Consider role-playing common customer scenarios to demonstrate your ability to handle difficult situations with professionalism.
We think you need these skills to ace Customer Resolution Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of a Customer Resolution Advisor. Highlight key skills such as complaints handling, communication, and empathy in your application.
Tailor Your CV: Customise your CV to reflect your experience in customer service and complaints handling. Use specific examples that demonstrate your ability to manage caseloads and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your understanding of the social housing sector. Mention how your values align with those of VIVID and provide examples of how you've successfully resolved complaints in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Ensure that your writing is clear and professional, as strong written communication is essential for this role.
How to prepare for a job interview at Vivid Housing
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Resolution Advisor. Familiarise yourself with complaint handling processes and the Housing Ombudsman requirements, as this will show your commitment to the role.
✨Show Empathy
During the interview, demonstrate your ability to empathise with customers. Share examples from your past experiences where you successfully calmed down difficult situations and resolved complaints effectively.
✨Highlight Communication Skills
Since communication is key in this role, be prepared to discuss how you've used your verbal and written skills in previous positions. Consider sharing specific instances where your communication made a significant impact.
✨Demonstrate Organisational Skills
Be ready to talk about how you manage your caseload and prioritise tasks. Providing examples of how you stay organised and meet performance targets will showcase your ability to thrive in a fast-paced environment.
