Customer Resolution Agent
Nottingham Community Housing Association
Role
Who You Are
You are an effective communicator who can resolve customer complaints with a focus on timely and high-quality experiences. You are keen on investigating and mitigating risks of further customer dissatisfaction by coordinating with key stakeholders. You possess a keen understanding of the needs of socially and culturally diverse backgrounds and are committed to upholding NCHA's values.
What the Job Involves
The role involves delivering a high-quality experience by resolving customer complaints at the First Point of Contact, examining complex information, and making informed decisions. You are required to follow established procedures, identify and record lessons to prevent recurring complaints, and influence colleagues to complete investigations timely. Coordination with internal and external stakeholders, prioritizing workload, processing compensation, and maintaining good record-keeping are essential functions. Continuous development to ensure knowledge of key service areas and understanding of NCHA’s policies and procedures is expected.
Skills
- Experience in frontline customer roles
- Complaint investigations in a regulated environment
- Numeracy and literacy proficiency
- Excellent analytical skills
- Attention to detail and time management
- Strong communication skills
- Highly organized and able to prioritize workload
- Diplomatic, tactful, and impartial
- Commitment to ongoing professional development