Customer Resolution Officer
| Dyddiad hysbysebu: | 17 Mawrth 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £34,063 |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Ebrill 2026 |
| Lleoliad: | Saint Helens, WA9 1LD |
| Cwmni: | Torus Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 910 |
Crynodeb
Job Advert
Torus Group is seeking a Customer Resolution Officer to join our dedicated Customer Resolution Team. In this role, you’ll manage a
caseload of Stage 1 and Stage 2 complaints across all service areas, ensuring each case is handled fairly, empathetically, and in
line with our Complaints Policy and Procedure. Working closely with customers, colleagues, and external partners, you’ll act as
the single point of contact for each complaint - investigating, responding, and resolving issues within agreed timescales. You’ll
also handle MP and Councillor enquiries, promote a culture of customer service excellence, and use insights from complaints to
drive continuous service improvement across the organisation.
What You’ll Be Doing:
* Liaise with customers to clarify complaint details, understand the impact, and agree desired resolutions.
* Conduct thorough investigations by reviewing records, assessing documentation, and collaborating with colleagues across all
service areas.
* Recognise and consider customer vulnerabilities and individual circumstances in all cases.
* Resolve complaints effectively using dispute resolution principles, delivering high-quality responses in line with the
Complaints Policy and Handling Code.
* Monitor and implement complaint outcomes, including remedies, service improvements, and compensation payments in line with
organisational standards.
* Accurately record all actions and updates in the case management system, tracking progress through to resolution and customer
satisfaction.
* Support Customer Service Advisors to ensure complaints are correctly logged at first point of contact.
* Share learning and insights from complaints and compliments with the Learning and Improvement Officer to drive continuous
service improvement and best practice.
* Contribute ideas to improve efficiency and enhance customer-facing and complaint-handling processes.
* Meet customers face-to-face, including in their homes or at office locations, where required.
What We’re Looking For:
* GCSE grade 3 and above education or equivalent relevant qualification, training or experience. CIH Level 3 or willingness to
work towards
* Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
* Experience of handling complaints
* Previous experience of working within a housing management role would be advantageous
* Knowledge of the Housing Ombudsman’s Complaints Handling Code and Government’s Social Housing White Paper
* Excellent complaint handling and communication skills and actively seek to improve working practices and customer service
* Proven experience of problem solving and effective decision making in complex situations
* Negotiation skills and good written and verbal communications skills
Interview Process:
* Candidates will undergo in-person interviews, consisting of a competency-based interview w/c 13th April 2026.
Additional Information
Successful applicants must complete the following pre-employment checks including:
* Right to work verification
* Qualification certificate check
* Two satisfactory references
* Occupational Health Questionnaire
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
Torus Group is seeking a Customer Resolution Officer to join our dedicated Customer Resolution Team. In this role, you’ll manage a
caseload of Stage 1 and Stage 2 complaints across all service areas, ensuring each case is handled fairly, empathetically, and in
line with our Complaints Policy and Procedure. Working closely with customers, colleagues, and external partners, you’ll act as
the single point of contact for each complaint - investigating, responding, and resolving issues within agreed timescales. You’ll
also handle MP and Councillor enquiries, promote a culture of customer service excellence, and use insights from complaints to
drive continuous service improvement across the organisation.
What You’ll Be Doing:
* Liaise with customers to clarify complaint details, understand the impact, and agree desired resolutions.
* Conduct thorough investigations by reviewing records, assessing documentation, and collaborating with colleagues across all
service areas.
* Recognise and consider customer vulnerabilities and individual circumstances in all cases.
* Resolve complaints effectively using dispute resolution principles, delivering high-quality responses in line with the
Complaints Policy and Handling Code.
* Monitor and implement complaint outcomes, including remedies, service improvements, and compensation payments in line with
organisational standards.
* Accurately record all actions and updates in the case management system, tracking progress through to resolution and customer
satisfaction.
* Support Customer Service Advisors to ensure complaints are correctly logged at first point of contact.
* Share learning and insights from complaints and compliments with the Learning and Improvement Officer to drive continuous
service improvement and best practice.
* Contribute ideas to improve efficiency and enhance customer-facing and complaint-handling processes.
* Meet customers face-to-face, including in their homes or at office locations, where required.
What We’re Looking For:
* GCSE grade 3 and above education or equivalent relevant qualification, training or experience. CIH Level 3 or willingness to
work towards
* Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
* Experience of handling complaints
* Previous experience of working within a housing management role would be advantageous
* Knowledge of the Housing Ombudsman’s Complaints Handling Code and Government’s Social Housing White Paper
* Excellent complaint handling and communication skills and actively seek to improve working practices and customer service
* Proven experience of problem solving and effective decision making in complex situations
* Negotiation skills and good written and verbal communications skills
Interview Process:
* Candidates will undergo in-person interviews, consisting of a competency-based interview w/c 13th April 2026.
Additional Information
Successful applicants must complete the following pre-employment checks including:
* Right to work verification
* Qualification certificate check
* Two satisfactory references
* Occupational Health Questionnaire
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.