Early Resolution Coordinator (FTC)

We are currently recruiting for 12 x 9 Month FTC positions. These will be an amazing opportuntiy to develop your experience in this area.

In this role, you will provide best in class customer service to colleagues, customers and stakeholders, in order to assist in the early resolution of escalated service requests and customer complaints, as they first enter our complaint handling process within the customer hub.

You will understand the regulatory requirements in relation to complaints handling and will promote a positive complaint handling culture, by ensuring all new complaints are accurately assessed, triaged and understood. You will take ownership of the issues raised by our customers and stakeholders and comprehensively and efficiently address the complaint in a way that supports a full resolution for the customer.

You will identify complaints that are not suitable for the complaint handling process and equally refer complaints that are unable to be resolved at first point of contact, for full investigation to Stage 1 of our process in England and Stage 2 for Scotland.

A willingness to Do the Right Thing, understand and act upon the Customer Voice, and align your approach with our Customer and People Promises, is a crucial part of this role.

This is a Hybrid role, with 2/3 days working out of our Group Support office and the rest of the time working from home.

At Places for People, we prioritise our dedication to safer recruitment. Therefore, a basic DBS check is mandatory for this position

As with all customer service roles you will have a genuine passion for helping people, you will be super organised and great at getting to the heart of our customers issues.

To be successful in your application you will:

• Have proven experience working in a fast-paced regulatory environment.



• Experience dealing with and resolving complex issues quickly, with a strong customer focus.



• Able to analyse data quickly and effectively to triage customer contact and identify



• Strong IT skills, ability to use systems. (Ideally Salesforce)


Ideally you will have knowledge of the regulatory requirements of complaints handling, including the Housing Ombudsman Complaint Handling Code and the Scottish Public Service Ombudsman Model Complaint Handling Procedures. You will have a person-centred approach and be skilled in de-escalation, with experience in handling complaints or frontline enquiries in a fast-paced regulatory environment.

We are a large diverse and ambitious business, which will give you all the challenge you could wish for.

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

• Competitive salary, with a salary review yearly



• Pension with matched contributions up to 7%



• Excellent holiday package - 35 days annual leave with the option to buy or sell leave



• Cashback plan for healthcare costs - up to £500 saving per year



• A bonus scheme for all colleagues at 2%



• Training and development



• Extra perks including huge discounts and offers from shops, cinemas and much more.


What's next?