Senior Feedback and Resolution Adviser

Salary: Up to £18,207 (£33,683 pro rata)
Location: Birmingham, B37 7YN (Hybrid)
Basis: Part Time (20 hours)
Work Pattern: 20 hours per week, days to be agreed (live work better)
Type: Permanent 

We are brave, we are ambitious, we are honest, and we are Citizen!

This exciting opportunity has arisen to join a growing team leading and taking the ownership of the investigation and management of customer dissatisfaction to resolution, identifying learning and opportunities for service improvements.

You will need to have the passion, drive and empathy to provide a high standard of customer service to dissatisfied customers, whilst ensuring that we comply with our legal and contractual responsibilities.  

To succeed in this role, you will need to be meet the requirements set out in the person specification and be willing to develop.  In addition, you will need to be prepared to take ownership on the tough stuff and be responsible for finding the right solution within target timescales.  You will be organised, with attention to detail and confident to work with all service areas, at all levels.

So, if you think you have the technical know-how and can demonstrate the people skills we’re looking for, we really want to hear from you.

The ideal candidate will be able to work in a pressurised customer services environment, or in a similar role, along with proven working knowledge of working with computerised systems.

So, if you think you have the know-how and can demonstrate the skills outline in the person specification, we really want to hear from you.

Our people are everything and we offer:

• Opportunities for salary progression
• IT equipment to allow some optional home working
• ‘Live work better’ scheme which actively encourages work-life balance
• Annual leave starts at 25 days per year, increasing with length of service
• Enhanced family leave
• Company Pension – Citizen match up to 10% 
• Cycle to work
• Annual leave purchase
• Citysave financial support - savings and loans
• MyPerks Benefits portal - Shopping and Discounts, wellbeing, Gyms, Cinemas, discounted days out
• If part of the pension scheme you are entitled to Life cover (three times your annual salary)
• Organisational Sick Pay (benefit increases with length of service)
• EAP – a 24/7 service which gives free, confidential advice and support on a range of issues including telephone counselling
• Medicash scheme -which includes digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more!
• Organisational Sick Pay (benefit increases with length of service)
• Recognition through our Employee Excellence Awards
• Representation opportunities on our Staff Consultative Forum
• Access to Citizen’s Wellbeing platform
• Occupational Health
• We believe everyone has something to give and encourage everyone to be the best they can be to reach their full potential with extensive learning and development opportunities and Study Leave

Find out more about our benefits here: Citizen | Benefits (citizenhousing.org.uk)

Here at Citizen, our purpose is to provide homes that are a foundation for life.

With over fifty years of experience, we have grown to be one of the UK’s most trusted social housing providers, Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.

There are some fundamental challenges people in our communities’ face, and we want to be an organisation which can help them deal with these. So, we are working to solve some of the most pressing issues around housing and homelessness.

At Citizen we are committed to diversity and inclusion, encourage flexible working where appropriate and positively welcome applications from everyone.  People are happiest and most productive when they have balance.

We want everyone at Citizen to have the best balance they can between their personal life and their work, because we know this benefit’s both our colleagues and customers.  Live Work Better is our commitment to all Citizen colleagues. It sets out principles that guide how we work to achieve the best results for our colleagues and customers.

We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse, or neglect.

We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse, or neglect.  As part of our recruitment process, we carry out robust safeguarding checks.

This post is subject to a BasicDBS check (Disclosure and Barring Service).

Further information on our selection process and Equality and Diversity commitment can be found at www.citizenhousing.org.uk

Closing date:  22nd July 2024

Interview dates:  31st July and 1st August 2024

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time.  We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.