Customer Resolution Advisor

Description

Customer Resolution Advisor

Salary £28,134.17

Hybrid, with a weekly presence in either our Milton Keynes or Rushden offices.

Permanent, Full Time

At Amplius, we’re on a mission to deliver homes that make a difference. As a fresh and forward-focused social housing provider, we prioritise tenant safety, sustainability, and smart property investment.

In our Customer Resolution Advisor role, you’ll be working closely with colleagues, contractors and customers to deliver a high-quality complaint service with a strong focus on quality, early resolution, and effective communication. You’ll help turn negative experiences into positive outcomes and spot opportunities to improve how we work.

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Salary: £28,134.17 per year

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Contract: Permanent, full time

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Your week: 36.25 hours (Monday to Friday 8.45am – 5pm)

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Location: Hybrid, with a weekly presence in either our Milton Keynes or Rushden offices.

Snapshot of your role

This is what your day will look like as our Customer Resolution Advisor

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Ensure all formal complaint cases are responded to within the agreed timescale and service standards.

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Communicate with customers throughout the complaint case so a strong rapport is gained, and individual circumstances are considered. This may include contacting customers at a convenient time to them (outside normal working hours).

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Ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales. This includes follow up communication to customers, our partner contractors and colleagues where required.

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Draft clear, empathetic written responses to customers.

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Work collaboratively with internal teams and external partners to support complaint resolution.

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Record accurate and detailed case notes.

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Identify trends and share insights to help improve services.

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Assess and award compensation in line with Amplius policies and financial limits.

Your toolkit for success

To thrive in our Customer Resolution Advisor role, you will need

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Strong experience in a complaints-based role

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Experience of working to KPI’s / targets

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To be able to manage your own caseload

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Excellent communication skills (both written and verbal).

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Knowledge and experience in the Social Housing sector.

Please read the attached Job Description before applying so you get the full scope of the role.

Why join Amplius?

There are loads of things that make Amplius a great place to be - every colleague has the chance to grow with us, make a real difference to our customers lives and ultimately be the most authentic version of themselves.

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28 days annual leave (plus bank holidays)

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Enhanced maternity, paternity, and adoption leave

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Paid qualifications and professional subscriptions

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Pension contribution up to 10%

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Health and wellbeing support

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Carers leave

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Cycle to work scheme

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Electric car lease scheme

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Paid fertility and maternity leave

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Financial Wellbeing support

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Free flu jabs

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Life assurance

Grow with us

Your development matters to us. With tailored training programs, ongoing feedback, and career progression pathways, we support you to advance as far as you want to go.

Make a real impact

Our mission is rooted in service and community. Your work will contribute directly to improving the lives of people in the communities we serve.

Environmental and social impact

We’re dedicated to sustainability and social responsibility, taking real steps to protect our planet and foster inclusivity.

Our values

We’re committed to inclusivity, respect, and integrity. We encourage all of our colleagues to embody these values, working together to create a positive, empowering environment.

Important - We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.

Closing: 19 August

If you're shortlisted, we’ll be in touch by phone to arrange an interview.

If you’ve applied for this role before, there’s no need to reapply as your application was considered as part of an earlier recruitment round.

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

Have questions? Contact the Amplius Recruitment Team and we’ll be in touch to support you with any questions, queries or conundrums

Ad ID: 5416905844