Temporary 9 Month Maternity Cover
Full-Time
£35,984 per annum
Liverpool, Sefton & Wirral

We are Prima Group, an innovative not-for-profit housing organisation, based in Liverpool.

We own and manage 2800 homes across Merseyside and are keen to grow by providing more new homes over the coming years. Our team of over 80 employees, working alongside our partners, provides excellent services to our customers delivering on our key aim of ‘putting customers and communities first.’

We demonstrate agility and innovation in all business areas, which earned us our place in the top 10 of Housing Digital’s Top 30 Digital Housing Providers.

We see our people as our key asset. Driven by our values, we aim to be an employer of choice, offering a modern workplace, free parking, and a range of employee benefits.

Taking pride in our people, we want to attract the very best. Our employees rate us highly, and we get great feedback on what it’s like to work here.

Main Duties

As a Customer Resolution Officer, you will be providing a comprehensive complaint and customer feedback service to our customers, ensuring the accurate recording of complaints, coordinating responses and understanding customer feedback. You will analyse customer feedback across all channels and work with all service areas to ensure this intelligence influences and delivers business improvement.

Complaints

Lead on the management of complaints, ensuring that we work within Prima timescales and those set out within the Housing Ombudsman’s Complaints Handling Code.
Co-ordinating any stage 2 appeal panel hearings for the Executive Team and Board members.
Lead contact with the Housing Ombudsman and coordinate the response to any complaints investigated by them.
Work with colleagues to use their expert knowledge to investigate customer complaints from a fair and informed position. They are ensuring that consideration is given to the end-to-end customer journey.
Ensure that you take into consideration the needs of all customers accessing the service providing a fair and equitable resolution that is customer-focused.
Take action to ’put things right’ and advocate for appropriate remedies
Track complaint outcome actions and lessons learnt to support continuous improvement of working practises.
Report to customers, boards and committees on complaint activity.
Create a positive complaint-handling culture through continuous learning and improvement.

Customer Feedback

Support on collection and reporting of Tenant Satisfaction Measures (TSMs).
Ensure appropriate surveys are in place for gathering Customer feedback.
Monitor customer feedback gathered through Prima Voices, ensuring appropriate escalations are in place.
Act as a business partner for service areas on business improvement activities linked to customer feedback, ensuring changes planned to respond to customer feedback positively

Analysis

Analyse themes and trends from all channels of customer feedback, and present information to appropriate stakeholders.
Work with stakeholders to identify areas for improvement.
Keep up to date with Ombudsman learning reports and other publications, demonstrating learning in annual reports
Carry out the annual self-assessment against the Complaint handling Code

Customer Resolution Officer Person Requirements:

Commitment to customer service excellence
Attention to detail
Demonstrates drive and resilience
Team player
A proactive approach to work.
Self-starting and self-motivated.
Focus on getting things done.
Team player
Flexible and adaptable
Analytical problem solving
Focused drive
Team focus
Customer focus
Excellent Communicator
Adaptable
Interpersonal
Self-development

Skills & Competencies for the role:

Educated to A Level or equivalent
Degree level or professional qualification would be desired
Good understanding of best practices in customer services
Complaint handling experience, handling these with empathy and equity.
Creating performance reports in a variety of engaging formats.
Experience in using Microsoft packages at an advanced level.
Good working understanding of business improvement and performance management processes
Ability to translate complex data and information into meaningful insight for a wider audience.
Experience in using performance management and benchmarking as a tool for improving performance.
Good report writing knowledge such as Business Objects, Power BI, SQL
Experience in working with customers to monitor and improve services.
Experience in customer insight, segmentation and social and statistical research methods.
Experienced in regulation or service audits and improvement plans, working collaboratively with colleagues would be beneficial
Experience and understanding of the social housing sector and key operational aims would be desirable

Benefits

Healthcare Cash Plan scheme
Salary sacrifice scheme for qualifying staff.
Pension scheme.
24 days annual leave plus bank holidays and four concessionary days over the Christmas period.
Birthday Annual Leave
Volunteering Scheme
Long Service Awards
35-hour week Monday-Friday.
Fully flexible working arrangements – hybrid working from the office and from home.
Free parking on site at Prima’s two offices.
We see our people as the key to our success and are members of Investors in People (Gold Award).

So, if you share our vision and values, possess a can-do attitude, and want to be at the forefront of shaping Prima Group’s ambitions, then we would love to hear from you.

Prima Group is signed up to the Disability Confident Scheme and as such, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy. Please specify if you wish to be considered under this scheme.

Please click Apply Now if you want to apply.

Closing date for applications - 2nd June 2026

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