Resolution and Continuous Improvement Specialist

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Job Title: Resolution and Continuous Improvement Specialist

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Complaint Resolution and Continuous Improvement Specialist is a newly created role responsible for managing complex complaints including those referred to the Ombudsman, and high profile escalations received via the SLT, Board and PR Teams ensuring issues are resolved effectively, fairly and in a timely manner. The role requires the ability to quickly assess situations, identify underlying issues, co-ordinate actions across multiple stakeholders and drive resolutions that deliver positive customer outcomes. Alongside Complaint Resolution the role plays a critical part in identifying trends, analysing root causes and challenging existing processes to support continuous improvement and operational excellence; working collaboratively across the organisation to improve services, reduce repeat contact and enhance the overall customer experience

Main Duties and Objectives:

Manage complex, high risk and high-profile customer complaints and escalations from receipt through to resolution

Take ownership of complaints referred by the Ombudsman, SLT, Board Members, PR Team and senior stakeholders

Conduct thorough investigations, gathering evidence from multiple sources to establish facts and identify appropriate resolutions

Co-ordinate actions across departments and stakeholders to ensure prompt and effective complaint resolution

Challenge delays, remove barriers and drive accountability to ensure customer issues are resolved as quickly as possible and in line with SLAs

Produce high quality written responses that are clear, empathetic, factual and tailored to the customers circumstances

Ensure complaint handling complies with regulatory requirements, organisational policies, complaint handling procedures and service standards

Maintain accurate records of investigations, findings, actions and outcomes

Analyse complaint trends, service failures and recurring customers issues to identify opportunities for improvement

Undertake root cause analysis to understand the underlying drivers of complaints and service dissatisfaction

Use continuous improvement methodologies and problem-solving techniques to recommend sustainable solutions

Challenge existing processes, procedures and ways of working where they contribute to customer dissatisfaction or operational inefficiencies

Work collaboratively with operational teams and leaders to implement improvements and monitor outcomes

Support the development of action plans to address systemic issues and reduce repeat contacts

Promote a culture of learning from complaints and customer feedback across the organisation

Provide insight into emerging risks, recurring issues and areas requiring organisational attention

Support Ombudsman investigations by co-ordinating responses, evidence submissions and actions plans

Monitor the effectiveness of improvement initiatives and report on outcomes and benefits achieved

Build effective relationships with colleagues across the organisation to facilitate complaint resolution and service improvement

Influence and challenge stakeholders constructively to achieve positive outcomes for customers

Act as a trusted advisor on complaint handling best practice and continuous improvement approaches

Support Managers and Teams in understanding complaint themes and implementing learning outcomes

Essential Skills:

Significant experience of handling complex customer complaints and escalations

Experience managing Ombudsman complaints, Executive or Board Level escalations or other high profile customer issues

Strong investigative skills with the ability to analyse complex information and reach balanced, fact-based conclusions

Excellent written and verbal communication skills with the ability to produce professional, persuasive customer focussed communication

Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies

Experience of identifying trends, analysing data and translating insight into practical improvement actions

Strong stakeholder management and influencing skills with the confidence to challenge constructively at all levels

Ability to manage competing priorities and work effectively under pressure

Experience of working within a regulated customer service environment is desirable

Knowledge of complaint handling frameworks, customer service standards and Ombudsman requirements is desirable

Key Behaviours:

Relentless focus on achieving positive customer outcomes

Tenacious, proactive and results orientated with the ability to cut through complexity and drive action

Naturally curious, seeking to understand root causes rather than treating symptoms

Confident in challenging existing processes, practices and assumptions in a constructive manner

Strong sense of ownership and accountability

Analytical and fact driven in decision making

Professional, resilient and composed when dealing with complex or sensitive situations

Collaborative and influential, able to build credibility and trust across teams

Committed to continuous improvement and organisational learning

Demonstrates sound judgement, integrity and discretion at all times

Organised, proactive and able to manage competing priorities

Collaborative and supportive team player

Resilient and adaptable in a fast-paced environment

Demonstrates an attention to detail and a commitment to quality

Solution orientated with the ability to make informed decisions and exercise sound judgement

Professional empathetic and solution orientated approach

Committed to continuous improvement

Success Measures:

Complex complaints are resolved within SLA, with strong quality and compliance outcomes

Repeat complaints and escalations reduce over time through effective resolution and insight

Root cause analysis leads to clear actions and measurable service improvements

Continuous improvement activity results in reduced failure demand and improved customer journeys

Stakeholders are effectively influenced, enabling faster resolution and sustainable change

Work consistently meets audit, regulatory, and Ombudsman standards

Recognised as a trusted expert in complaint handling and continuous improvement

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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