Customer Resolution Advisor

Salary £28,134.17

Location Hybrid, with a weekly presence in either our Milton Keynes or Rushden offices

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

At Amplius, we’re on a mission to deliver homes that make a difference. As a fresh and forward-focused social housing provider, we prioritise tenant safety, sustainability, and smart property investment.

In our Customer Resolution Advisor role, you’ll be working closely with colleagues, contractors and customers to deliver a high-quality complaint service with a strong focus on quality, early resolution, and effective communication. You’ll help turn negative experiences into positive outcomes and spot opportunities to improve how we work.

💰Salary: £28,134.17 per year

📝Contract: Permanent, full time

⏰Your week: 36.25 hours (Monday to Friday 8.45am – 5pm)

📌Location: Hybrid, with a weekly presence in either our Milton Keynes or Rushden offices.

✨Snapshot of your role

This is what your day will look like as our Customer Resolution Advisor

Ensure all formal complaint cases are responded to within the agreed timescale and service standards.
Communicate with customers throughout the complaint case so a strong rapport is gained, and individual circumstances are considered. This may include contacting customers at a convenient time to them (outside normal working hours).
Ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales. This includes follow up communication to customers, our partner contractors and colleagues where required.
Draft clear, empathetic written responses to customers.
Work collaboratively with internal teams and external partners to support complaint resolution.
Record accurate and detailed case notes.
Identify trends and share insights to help improve services.
Assess and award compensation in line with Amplius policies and financial limits.

🧰Your toolkit for success

To thrive in our Customer Resolution Advisor role, you will need

Strong experience in a complaints-based role
Experience of working to KPI’s / targets
To be able to manage your own caseload
Excellent communication skills (both written and verbal).
Knowledge and experience in the Social Housing sector.

Please read the attached Job Description before applying so you get the full scope of the role.

Why join Amplius? 🤔

There are loads of things that make Amplius a great place to be - every colleague has the chance to grow with us, make a real difference to our customers lives and ultimately be the most authentic version of themselves.

28 days annual leave (plus bank holidays)
Enhanced maternity, paternity, and adoption leave
Paid qualifications and professional subscriptions
Pension contribution up to 10%
Health and wellbeing support
Carers leave
Cycle to work scheme
Electric car lease scheme
Paid fertility and maternity leave
Financial Wellbeing support
Free flu jabs
Life assurance

🌱Grow with us
Your development matters to us. With tailored training programs, ongoing feedback, and career progression pathways, we support you to advance as far as you want to go.

❤️Make a real impact
Our mission is rooted in service and community. Your work will contribute directly to improving the lives of people in the communities we serve.

🌍 Environmental and social impact
We’re dedicated to sustainability and social responsibility, taking real steps to protect our planet and foster inclusivity.

🤝Our values
We’re committed to inclusivity, respect, and integrity. We encourage all of our colleagues to embody these values, working together to create a positive, empowering environment.

🚨Important - We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.

Closing: 19 August

If you're shortlisted, we’ll be in touch by phone to arrange an interview.

If you’ve applied for this role before, there’s no need to reapply as your application was considered as part of an earlier recruitment round.

🚫We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

Have questions? 🧐Contact the Amplius Recruitment Team and we’ll be in touch to support you with any questions, queries or conundrums!

INDLOW

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 37,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.