APPLICATION INFORMATION PACK

HR/ Customer Resolutions Coordinator
Full-Time position (37.5 hours per week)

Spring Housing Association is dedicated to safeguarding all our customers, and expects staff,
volunteers, and contractors to share this commitment.
Applicants must be able to undertake a DBS check and provide a satisfactory certificate if required,
together with evidence of your current right to work in the UK.

At Spring Housing, we are committed to diversity and inclusion, and positively welcome
applications from everyone.

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‘Investing to prevent homelessness’

Our Vision:
To achieve lasting independence for individuals through tailored support,
inclusive communities and innovative housing solutions.

Our Mission:
To prevent homelessness by creating safe places to live, supporting
strong futures, removing barriers and influencing change within the sector

Our Values:

Our Aims:

  Preventing Homelessness

o  Deliver safe homes and tailored support for lasting stability
o  Reduce the stigma associated with Homelessness

  Encouraging Independence

o  Promoting life skills and personal growth for brighter futures

  Building Communities

o  Fostering connections and inclusivity to inspire positive change
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About Us Spring Housing Association formed in 2014 and became a
registered charity in August 2015. We are a charity working with people in need of
accommodation and tenancy related support across the West Midlands.  We work
in conjunction with the private sector and housing associations to provide general
needs and specialist services to care leavers, people who are homeless or at risk
of homelessness and refuges. We deliver a range of person-centred services to
support individuals to obtain, maintain and sustain accommodation long term.  We
currently employ over 135 staff and operate throughout Birmingham, Black
Country, Coventry, Herefordshire, Solihull, Staffordshire, Wolverhampton, and
Warwickshire. We provide exempt accommodation housing and support solutions
across 23 geographical regions and work with various local authorities. We really
value our staff team – they are the reason Spring provides excellent services. Our
staff embrace and live our values on a day-to-day basis. We welcome feedback
to continually strive to improve the working environment and experience for
our customers.  Recent newcomers to Spring said…"Friendly staff, interesting
job role, good payment” “It’s a supportive, friendly open environment”. “I like the
ethos and values of Spring, also it is one team, and support is always available.  “I
like how helpful and friendly the staff are, that there is always someone to help if
you get stuck. I like that the company is clearly customer focussed and do
everything they can to help and support”

Benefits of
Working with
Spring:

   Flexible working
hours including
part time hours,
evenings, and
weekends.

   34 days annual

leave (increasing
with service)

  1-day additional

paid leave on your
birthday

  Contributory

pension scheme

  Death in service
benefit two times
basic salary

  Health4All – Cash
Plan. Individual
cover provided
after 6 months
service with the
option to upgrade.

  Bike to work

scheme - lease a
new bike and
spread the cost
over/up to twelve
months interest
free payments.

  Employee
assistance
programme – free
confidential advice
and counselling

  A commitment to
staff training and
development.

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Thank you from Janette Beckett – Group CEO
Dear Applicant,

I would like to thank you for your interest in working with Spring Housing.

I’m really excited by the direction Spring is taking as an organisation. We started in
2014 to get back to the original ethos of why housing associations were initially
established, we saw that the housing crisis was getting worse, and that homelessness
continued to be a major issue across the Midlands, and we wanted to use our relationships with private
sector landlords to bring private houses into social use.
We believe we are still living to our original purposes and making a real difference to our customers lives.
We have only been able to do this through the dedication and commitment of our staff. They have been
fundamental in the lives of our customers and the success of our services to date.
I’m sure if you are successful that you will see what makes Spring different!
We have a real “can-do” attitude and are diverse in our services and people.  It’s a really exciting place to
work and you will be joining and contributing to an organisation with a real passion to make a long-term
difference to the lives of our customers.
If you are successful in your application, we will assist you to settle into your new role and team as quickly
as possible.
I hope that you find this application pack informative and useful during the application process. If you
require further information, please email sarah@springhousing.org.uk or visit our website.
Yours sincerely,
Janette Beckett   Chief Executive Janette Beckett

Spring
Accommodation

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JOB ADVERT –

Are you an experienced and highly organised administrator looking to take the next step in your career
within a supportive and professional environment? We have an exciting opportunity to join our charity,
based in North Birmingham, where you’ll play a vital role in providing exceptional HR and customer service
administrative support across the business.

We are looking for a diligent, customer-focused professional to join our team as a HR and Customer
Resolutions Coordinator.

The role is multifaceted - you will be required to provide comprehensive HR support, ensuring accuracy,
efficiency, and confidentiality at every stage. In addition, you will also be the main point of contact for
customer feedback and complaints. Your role will include administrative tasks and reporting, while
recommending improvements to enhance the customer and service experience.

The Role (Customer Resolutions)

•  Act as the key point of contact for customers, addressing complaints and enquiries from
various external bodies while working with customers, stakeholders, and contractors over the
phone or in person.
•  The role will play a fundamental part of the start to finish complaints resolutions process,
liaising with various teams and customers, to ensure issues are resolved efficiently and
empathetically in line with service standards.
•  Manage inbound communication via phone, email, and letters, ensuring timely and
professional responses.
•  Conduct thorough investigations and ensure prompt resolution of complaints, including
formal responses
•  Use relevant IT systems to track, record, and monitor complaints and feedback, supporting
reporting and analysis to identify trends and recommend improvements.
•  Collaborate with internal teams to ensure timely responses, uphold service standards, and
suggest process improvements.
•  Foster positive relationships with customers, promote a customer-first culture, and provide
guidance to colleagues on handling complaints.
•

The role (HR)

•  Support the end-to-end recruitment process, including posting job vacancies.
•  Managing the full onboarding process, producing offer letters and contracts, processing
background checks, and ensuring all employee data is accurately recorded in the HR system.
•  Supporting daily HR enquiries and assisting with policy responses alongside the HR
Director.
•  Maintaining up-to-date and compliant HR records on BreatheHR.
•  Preparing employee correspondence and assisting with HR meetings, including notetaking
and policy guidance.
•  Coordinating leaver administration, including exit interviews and reporting.
•  Assist the HR Director with administration

 About You

•  You’ll bring a professional, proactive, and discreet approach with the confidence to manage
multiple priorities and deadlines
•  Proven experience in administration (previous HR/recruitment administration experience
advantageous)
•  Excellent communication skills and a strong eye for detail
•  Proficiency in using IT systems
•  Highly organised, self-motivated, and able to manage priorities and deadlines
•  Understanding of the Housing Ombudsman complaint handling code or similar and
experience in resolving complex complaints
•  A proactive problem-solver with a customer-first mindset, strong relationship-building skills,
and a passion for delivering exceptional customer service

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If you’re a confident Administrator seeking a varied and rewarding role within a collaborative and growing
organisation, we’d love to hear from you.

We have a Candidate Privacy Policy which is in line with the EU General Data Protection Regulation (GDPR)
effective from 25 May 2018. The updated Privacy Policy has been designed to make our data processing
activities as transparent as possible. We encourage you to take a look at the updated documents, and if you
have any questions please contact us or visit  https://springhousing.org.uk/about-us/our-privacy-notice/

As part of our commitment to making Spring a great place to work, we offer a comprehensive reward and
benefits package.

Spring Housing Association takes safeguarding of vulnerable people seriously - all
applicants will be subject to Safer Recruitment Checks

For further information on how to apply:
Please send your CV via the Indeed portal. If you are invited to an interview, you will also need to complete
an application form. For further information please refer to our Applicant Information Pack –
www.springhousingassociation.org.uk/recruitment

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Job Description and Person Specification

HR/Customer Resolution Coordinator
Sarah Collins and Olivia Wiley
Central Services
£26-28,000 per annum

Post:
Reporting to:
Directive:
Grade/Salary:
Car user:

            N/A

Overall, Job Purpose:

The Role (Customer Resolutions)

•  Act as the key point of contact for customers, addressing complaints and enquiries from various

external bodies while working with customers, stakeholders, and contractors over the phone or in
person.

•  The role will play a fundamental part of the start to finish complaints resolutions process, liaising with
various teams and customers, to ensure issues are resolved efficiently and empathetically in line
with service standards.

•  Manage inbound communication via phone, email, and letters, ensuring timely and professional

responses.

•  Conduct thorough investigations and ensure prompt resolution of complaints, including formal

responses

•  Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting

and analysis to identify trends and recommend improvements.

•  Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest

process improvements.

•  Foster positive relationships with customers, promote a customer-first culture, and provide guidance

to colleagues on handling complaints.

Key Duties and Responsibilities:

•  Act as the first point of contact for receiving and managing formal complaints.
•  Conduct thorough, impartial investigations into complaints relating to housing management, repairs,

tenancy issues, and customer service.

Identify early resolution opportunities.

•  Gather evidence, interview staff/contractors, and review relevant documentation and systems.
•  Draft clear, accurate, and customer-friendly complaint responses for Stage 1 and Stage 2.
•  Ensure compliance with the Housing Ombudsman Code and internal policies.
•
•  Log, track and maintain all complaint case files.
•  Monitor deadlines and ensure timely responses.
•  Prepare reports, case summaries, and data analysis.
•  Maintain accurate records.
•  Support Senior Management and Heads of Service enquiries where required.
•  Communicate professionally with residents.
•  Explain decisions clearly and manage expectations.
•  Support vulnerable residents using empathetic approaches.
•  Feedback complaint themes to operational teams.
Identify recurring issues and support improvement plans.
•
•  Participate in service reviews, audits, and quality assurance.
•  Recommend actions to prevent recurring complaints.

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The Role (HR)

Provide comprehensive, efficient and timely administration support to the HR Director.  The role will
encompass all aspects of HR administration, including administrative management of employee information,
recruitment and compliance checks and reporting.

Key Duties and Responsibilities:

•  Act as the first point of contact and effectively handle enquiries from employees, candidates,

external agencies and former employees and escalate any enquiries, as appropriate.

•  Undertake administration duties to support the end-to-end recruitment and onboarding process for

all successful candidates.  Including:

•  Posting job vacancies
•  Offer letters and contract of employment
•  Setting up new starters on the HR system
•  Obtaining and checking references
•
•  Checking right to work documents
•  Ensuring new starter files are complete (new starter forms etc)

Initiate the DBS process and update the HR system

•  Preparing employee correspondence, including:

•  Probation letters
•  Changes to terms and conditions
•  Reference requests

•  Support with the processing of maternity, paternity, adoption, etc leave.
•  Process leaver administration, including calculating annual leave, notifying payroll and exit

interviews

•  Administer the Ihasco training suite, update employee training records and auditing training records.
•  Support the administration of PDR’s, ensuring managers are aware of review dates and the HR

system is updated.

•  Assisting with HR meetings, including notetaking and policy guidance.
•  Assist the HR Director with administration.
•  Maintain accurate records and data protection compliance on the HR system.
•  Compile HR reports, as required, using data from the HR system.
•  Communicate professionally with staff and prospective employees.
•  Participate in service reviews, audits, and quality assurance.

This job description covers the current range of duties and will be reviewed from time to time. It is
Spring Housing’s aim to reach agreement on changes, but if agreement is not possible, Spring
Housing reserves the right to change this job description.

Person Specification

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Education and Qualifications

Essential  Desirable

•  Proficiency in using IT systems and complaints systems, (e.g.,



Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage
data and track complaints.

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Experience

•  Experience supporting vulnerable customers
•  Experience in housing, customer service, complaints handling, or

administration

•  Experience in Customer Service
•  Experience in Administration & Case Management
•  Experience in recruitment/ HR administration
•  Experience of work involving regular and accurate data inputting

Knowledge and understanding

•  Commitment to equality, diversity, and inclusion
•  Willingness to complete training
•  Ability to maintain confidentiality

Abilities and Skills

•  Highly organised, self-motivated, and able to manage priorities and

deadlines

•  Strong investigative abilities
•  Ability to manage complex and sensitive cases impartially
•  High attention to detail
•  Ability to prioritise work to meet deadlines
•  Excellent verbal and written communication skills with experience in

negotiation and stakeholder management

Personal Attributes

•  Commitment to equality, diversity, and inclusion
•  Willingness to complete training
•  Ability to maintain confidentiality
•  Customer-focused professional and resilient

Desirable Criteria

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•  Knowledge of Housing Ombudsman Code (desirable)
•  Understanding of housing management and repairs (desirable)

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Behaviours

•  Develops, manages, and maintains positive, appropriate relationships with

customers and stakeholders, demonstrating respect, consideration,
compassion, and empathy always.

•  Understands, promotes, and advocates for equality and diversity and

demonstrates inclusion through interaction with individuals.

•  Demonstrate the values of Spring Housing Association and a commitment

to personal and professional development.

•  Positivity and Giving Opportunities
•  Creating Quality Homes and Happy Lives
•  Building Memories and Focussing on Futures
•  Proudly Supporting Each Other

Additional Job Requirements

  Enhanced DBS check.

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