Vacancy Description

£28,000.00 Per Annum Permanent

Introduction

Our client helps people to live better by providing high quality homes and care across London and the South East. We manage approximately 16,000 homes. We work hard to make a positive difference to our residents’ lives by promoting aspiration, independence and well-being through a range of training and support services.

The role will sit within the Customer Service Centre for Our client. The Centre will be responsible for providing excellent customer facing front line services through a variety of channels and technology. The Customer Service Centre will deliver a pro-active and positive customer experience and resolve a broad range of enquiries at first point of contact.

The Role

To be a customer service champion supporting relevant departments across Our client with informal complaints resolution and root cause problem solving and nurturing a continuous improvement culture across the business.
Manage formal customer complaints and Members Enquiries for the Repairs and Maintenance Service using a case management approach to resolve the issue and stop it happening again whilst ensuring timescales and deadlines are adhered to
Access and resolve a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact.
To utilise, promote and improve customer services through a range of channels and technology solutions (calls, emails, social media, live chat etc.) to communicate with customers.
To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered to our customers
Where required support the Repairs and Service Enquiries Team with any customer contact demand that cannot be met.
To provide support to the line manager or any other manager within the Customer Service Centre through any delegation of tasks.
Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre.

Skills and experience

Experience working in a customer care environment where interpersonal communications using a variety of channels has been a key element.
Demonstrate a good standard of numeracy and literacy.
Excellent customer care and communication skills both oral and written.
Possessing resilience.
Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels.
IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.
Self-motivated, assertive and confident.

Benefits

£28,000 salary
28 days’ annual leave plus bank holidays
Pensions – Our client is a sector-leader in the contributions we make to our colleagues’ pensions.
Buying and selling annual leave – We know that getting the balance right between work and home life is a big part of supporting our colleagues’ wellbeing.
Paid time off to volunteer in our communities.
Season ticket loans
A healthcare cashback plan – allowing you to claim back cash for you and your family’s routine healthcare.
Colleague recognition scheme – we let you know when you’ve done a #greatjob
One Academy – our innovative, in-house learning and development offering, designed to support with your personal and professional development.
Study leave – up to five days off per year to study toward a relevant qualification.
Career break – after three years’ continuous service.

Next steps

This is a not for profit company with the aim of providing good quality homes and helping people live better. If you feel like you have the skills and experience to excel at this position please click apply and start your journey on the road to a more fulfilling career.

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