Customer Resolution Business Partner

Job description

About the Role

CCHA is a learning organisation committed to delivering excellent services to our customers.

You will lead and coordinate CCHA's response to resolving complaints effectively, supporting service improvements, learning from dissatisfaction, and managing disrepair claims.

This role is crucial in ensuring CCHA not only meets complaint response times and ombudsman standards but also learns from these experiences. Responsibilities include overseeing complaint allocation and investigation, maintaining clear communication with complainants at every stage, and supporting investigators to carry out thorough processes.

Additionally, you will produce detailed reports with both quantitative and qualitative data, identifying trends and areas for learning from dissatisfaction. This information will inform performance improvement and enhance communication strategies.

About You

At CCHA, we welcome feedback from customers and acknowledge that we may occasionally get customer service and key service aspects wrong. Therefore, we aim for the complaint process to be a positive experience for both the organisation and the customer. This role will help CCHA learn more from complaints, identify trends, and drive continuous improvement.

You will take the lead in coordinating a professional, robust, and timely complaints resolution process across the organisation, supporting teams to learn lessons and understand feedback. Reporting to the Customer Experience Manager, you will support the LEARNT framework, our service improvement model, by providing analysis of trends and themes in customer complaints. This analysis will enable us to learn and enhance our service.

Furthermore, you will act as the point of contact and support for investigating officers across the organisation, enabling them to deliver high-standard investigations and, hopefully, resolutions. You will be responsible for quality assurance and providing individual feedback on how to improve the complaints handling process.

You will compile reports for the leadership team to increase understanding of areas requiring additional work or resources and also support reports to committee and the Board. You will serve as the point of contact with the housing Ombudsman.

Additionally, you will assist the Head of Assets in managing and resolving ongoing property disrepair cases, adopting a proactive approach to ensure CCHA engages positively in repairs and maintenance. You will also advise the Head of Assets on legal matters and pre-court protocols related to disrepair cases. This includes liaising with legal representatives, preparing legal defences, storing and supplying key documents to third parties, and advising on exposure.

Our Shared Values

At CCHA, values and diverse thinking as just as sought after as technical skills and qualifications. Our values are embedded throughout the organisation. They set out how we work together and how decisions are made. Here at CCHA we live our values by being:

Caring | Respectful | Trusting and Trustworthy | Honest |Brave | Yourself

Extra information

Status

Closed

Education Level

Secondary School

Location

Cardiff

Type of Contract

Casual / Part Time Jobs

Profession type

Technical

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English