Are you ready to be part of something special? Welcome to settle, where our brand-new 2030 strategy marks the start of an exciting journey. As we remain committed to delivering exceptional service to our residents, there's never been a better time to join our team. At settle, our colleagues live our values every day, creating a collaborative, kind, trusted, inclusive, committed, and proud community.
Our diverse and growing team prides itself on offering tailored support for both residents and each other, driven by continuous feedback. We're dedicated to creating an inclusive and diverse culture where everyone feels confident and supported to be their true selves.
At settle, colleagues love their work because they make a meaningful difference every day. Our friendly culture creates an environment where everyone can thrive. If you're looking for a place where your contributions are valued and you can truly grow, settle is the perfect place for you.
Here at settle we are looking for a Customer Resolution Partner on a 12-month contract to join the customer experience team here at settle.
Outline of Key Responsibilities...
You will provide consultancy, advice, support, training and guidance to colleagues concerning complaints, comments and compliments. You will analyse and share lessons learnt, to improve services, ensuring that the root cause of the complaint and the learning outcomes are recorded to identify ongoing service improvements and an enhanced customer offer.
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Work collaboratively with colleagues in all service areas to deliver a complaint resolution for the customer as quickly as possible and in line with regulated requirements, taking ownership and keeping the customer informed on your actions
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Manage high volume of sometimes complex complaints that arise daily, making sure they are acknowledged, correctly assessed, recorded and responded to in line with complaint handling policy
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Prepare and produce comprehensive, accurate responses in writing to customers and the Ombudsman
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Liaise with service managers, heads of service, and senior leaders to coordinate a response to customers within published timeframes.
We are looking for someone who has...
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Strong customer service experience demonstrating an ability to communicate professionally whilst building and maintaining rapport.
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Demonstrate impartiality and pursue a matter to achieve the right outcome.
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Strong written and verbal communication.
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Ability to present findings and identify solutions to service areas in light of customer feedback received.
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Well organised, able to manage own workload and proactively drive customer complaints through to resolution.
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Work with colleagues at different levels to achieve the quickest resolution for the customer.
Benefits
At settle, our friendly and hard-working colleagues are proud to be relentlessly resident focussed, and we believe that dedication deserves a stellar benefits package. Here's what we offer to our amazing colleagues:
- annual salary: £40,177 per annum
- flexible working: hybrid and flexible options available (role-dependent)
- generous leave: 27 days of annual leave, increasing to 32 days with length of service
- family leave: enhanced maternity, paternity, and adoption leave
- pension contributions: up to 10% from settle
- healthcare cash plan: for your health and wellness
- flexible benefits: cash towards your heath and wellbeing
- development: excellent personal and professional growth opportunities
And that's just the beginning! We're also thrilled to provide:
- fresh fruit Wednesdays: keep your energy up with healthy snacks
- colleague-led campaigns and celebrations: wellbeing weeks and charity bake sales
- volunteering days: 2 paid days to give back to the communities we work in
- secure parking: free onsite parking and bike sheds too!
- local discounts: enjoy perks from our community partners
- mental health support: access to counselling sessions and mental health resources
- feedback commitment: we listen to our colleagues and take action
- shower facilities: perfect for those who cycle to work or hit the gym
- early finish Friday: a kickstart to the weekend!
At settle, we're committed to creating a workplace where everyone feels valued and supported. Join us and enjoy the benefits of working in a collaborative, kind, and inclusive environment.
"At settle we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."
Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.