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) to join us on a permanent basis. Based out of our Portsmouth office, 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 within the customer resolution team and other colleagues across the business. 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 taking ownership and managing complaints through to resolution, working within the policy framework and Ombudsman requirements for complaint handling. You’ll work in partnership with our managers, ensuring effective resolution at the earliest opportunity, and will have a huge impact on our service delivery to our customers. We want our team to develop a positive culture towards complaint handling and ensure our customers get the very best experience, so the impact of this role is huge You’ll need to be organised and good at record keeping, ensuring quality assurances on all responses and working together to identify root causes by escalating common trends to enhance improvements to the overall service we offer. You’ll need good experience in complaints handling and have a proven track record of excellent customer service. Your communication skills will be your forte, both through talking and writing. You’ll have a genuine passion for helping people, with the ability to calm down and diffuse difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritisation skills and enjoy being busy. You’ll have experience in a customer-focused or 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. We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their VIVID home, we’re here to help with that and more. Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety, and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they’re easy to use and access by our customers. We’re addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We’re the fifth largest developer of new homes amongst housing associations in England, having built over 1,500 last year. This is summed up in our vision “More homes, bright futures”.