Customer Resolution Co-Ordinator

One Year Fixed Term Contract

Salary: Scale 5 £25,635- £28,115 per annum

Location: Home Working / HQ

Hours: Flexible Contract 36 Hours Per Week Across the 08:00 to 20:00 core hours of operation.


The Organisation:

The Wrekin Housing Group’s partnership between The Wrekin Housing Group and Choices Housing Association enables a focus on meeting and exceeding the needs and expectations of our wide range of customers.

We are at the forefront of making a difference to people’s lives. As a socially minded business, we provide 13,000 homes for affordable and social rent across Telford & Wrekin, Shropshire, and Staffordshire. We have ambitious plans to grow up to 16,000 homes by 2025 and we are also an innovative and well recognised provider of care.

Alongside our growth plans we are embarking on a fundamental transformation programme to modernise how we interact with our customers, engage communities and support partners. Everyone matters at Wrekin so we are investing in our people and the systems they use, all to improve quality and choice across the organisation.

Our vision and aims are clear and we are determined to deliver. To help lead this journey we are looking for an outstanding individual who will drive the strategy and delivery of our development programme.

We want individuals who inspire positive change, communicate clearly and enable our people to support each other and grow together so we deliver for our customers, right across our socially minded business.

(For further details please visit our website )


The Role:

The Customer Contact Centre has been restructured to support a renewed organisational ambition; to grow the range of customer contacts managed through the team, with a focus on call resolution at the point of contact.

We are therefore looking for applications from those willing to take on a new challenge; who would regard themselves as highly organised; with strong communication and interpersonal skills; and have a genuine commitment to delivering excellent services to tenants.  

The successful candidate will be part of the team managing calls and delivering services but also contribute to the development and review of systems, processes and training requirements that support the team in achieving our ambition.

Candidates should be aware that the Contact Centre has core operating hours of 08:00 to 20:00 seven days a week and although you will have a regular work pattern, a degree of flexibility is expected, to ensure that there is sufficient cover up to 8pm and at weekends; a responsibility which is also shared across the wider Contact Centre team. A regular working pattern will be agreed with successful candidates at the outset, with flexibility being needed to cover short notice absence or leave, and exceptional events.

(Please see the full job description for further details)


What you will need:

The successful applicant will need a minimum of two GCSE’s (Or equivalent) in English and Maths. You will also need experience working in administration and be able to demonstrate having previous experience of working in a customer focused environment.



In return we offer you an interesting, challenging and rewarding opportunity to join a supportive Organisation that is committed to making a difference to people lives

Ref : WHG1888. Closing Date : 26/05/2022 - Interview Date : 01/06/2022

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Job Description
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