Customer Resolution Coordinator

  • Job Reference: 00004405-1
  • Date Posted: 7 December 2022
  • Recruiter: The Wrekin Housing Group
  • Location: Telford, Shropshire
  • Salary: £25,365 to £28,115
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Customer Resolution Coordinator

Hours: Flexible 36 hours per week, between 8:00 to 20:00, please see below for further details

Location: Old Park Offices, Telford

Salary: Scale 5 - £25,365 up to £28,115 pro rata

The Organisation:

The Wrekin Housing Group is a socially minded organisation that makes a difference to people’s lives. We do this by:

  • Providing more than 13,500 homes for affordable rent across Telford & Wrekin, Shropshire and Staffordshire.
  • Delivering care services to older people, adults with learning difficulties and people with dementia.
  • Channelling social investment across communities to create jobs and promote economic growth. We generate opportunities for people to gain employability skills, maximising the social value of our services and delivering wider community benefits.

At Wrekin you will be joining a team of more than 1200 colleagues who inspire positive change, communicate clearly, grow together and ensure that everyone matters. We make sure that all colleagues have the tools and training to flourish and contribute to our collective goal of making a difference to people’s lives.

(For further details please visit our website


The Role


This is an opportunity within the Customer Contact Centre which has recently 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 individuals that are 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 candidates will be part of a team receiving calls, delivering accurate information but also using our IT systems to plan appointments and manage the maintenance team diaries, keeping our customers informed of when we will be attending.


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 8.00pm. A regular working pattern that will involve weekend working, will be agreed with successful candidates at the outset, with flexibility being needed to cover short notice absence or leave, and exceptional events.



(For further details please read the Full Job Description)


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.


(For further details please read the Full Person Specification)


Our Inclusive Culture

We are committed to being an equal opportunities employer. All applications are considered on the requirements of the role regardless of gender identity, nationality, ethnicity, marital status, age, disability, sexual orientation, religious belief or background. Please refer to our Equal Opportunities Policy below for further information.



In return we offer you an interesting, challenging and rewarding opportunity to join a supportive Organisation with over 1290 employees. Starting with 22 days annual leave increasing with service to 30 days plus 11/12 days bank holiday per annum, there is also a competitive pension scheme, health care options and free life assurance.

The Recruitment Process

The recruitment and selection of employees is essential to the continued success of the Company. Ensuring that right from the start, employees with the right attitude and skills who will be committed to the Company are recruited is paramount. Our recruitment and selection process is compliant with employment legislation and upholds our commitment to equality, diversity transparency and fairness of all applicants, each application will be reviewed and scored in line with adequate shortlisting criteria for each vacancy.

We aspire to achieve a diverse workforce to reflect the diverse community that we serve, ensuring that we provide a quality service, responsive to the needs of our customers. We ensure that recruitment and selection procedures are conducted on an equitable basis so that all potential employees are recruited on the basis of merit and ability whilst being treated fairly. The Group has been accredited with the 'Positive about Disabled People' symbol which recognises our commitment to good practice in employing people who have a disability.

We have produced these guidance notes to assist you in applying for a job with The Wrekin Housing Group. They offer practical advice and tips for completing your application. To be considered for an interview it is vital you complete this application carefully and comprehensively. If you do not do this it is unlikely that you will be selected for an interview.

Please ensure that you use the relevant Job Description and Person Specification, as a guideline when completing the application form, these documents will tell you what we are looking for from the ideal candidate. Relate your skills, knowledge and experiences to the responsibilities specifically mentioned evidence this by using examples of how you have demonstrated those skills and what you have learned from your experiences. Address each point in the job specification, give clear explanations.

Your application is a representation of you as a person and what skills, knowledge and experience you can offer to our Organisation, we want to know all about what you have to offer, so please don’t hold back. Ensure you plan to complete and review your application details prior to submitting, it is a common error to rush through the application before the given deadline, read through the sections on the application form before you start to complete the details. Please remember, before submitting your application form to check the form for any mistakes or omissions and make sure the on-line application form is completed and submitted before the closing date.

Closing date: Wednesday 21st December 2022
Interview date: Wednesday 11th January 2023

Reference Number: WHG2006