Customer Experience Specialist x 2
Location: Hybrid and Didsbury, Manchester
Salary Band: £33,331 - £36,717
Starting Salary £33,331
Full time / 35 hours per week
1 x Permanent and 1 x 12 Month Fixed Term Contract (with possibility of extension)
Agile working with 3 Days per week in the Office in Didsbury, Manchester
(Fully office-based throughout the training period)
About Us
Southway Housing Trust is a community-based housing organisation committed to providing high quality services to the people and neighbourhoods that we work in. Southway Housing Trust is a "not-for-profit" landlord, based in Didsbury, managing, and improving approximately 6,500 homes in South Manchester.
We are inspired by our communities. We care about our people and neighbourhoods. We are committed to constantly improving services, and work in partnership with our tenants so that we can be successful together.
The Role
You will be joining the team at an exciting time as we re-shape our customer feedback service. In this key role you will act as a brand ambassador for our organisation working closely with residents, colleagues and stakeholders to deliver an effective and inclusive complaint handling service for all our customers. You will triage feedback and work collaboratively with operational teams to provide a timely resolution whilst identifying themes and opportunities to improve service delivery. You will manage a personal caseload of complaints and will manage our relationship with the Housing Ombudsman ensuring compliance in line with Complaint Handling Code requirements.
Candidates
These exciting new opportunities has arisen in the Customer Access Team for two Customer Experience Specialists and for the right people we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days. You will have experience in case management of complaints in a regulated environment. You will need a background in writing high quality complaint responses. A natural problem solver you will be outcome and solution focused with strong influencing skills and always demonstrating a high level of professionalism. You will be a confident communicator who can converse with a diverse range of customers across all communication channels including social media, telephone, digital and in writing. You will be highly organised and resilient and great at prioritising in a busy environment.
Closing Date: Tuesday 20st August 2024 at 12pm.
Interview Date: Wednesday 28th August 2024.
For an informal discussion please contact Johnny Turner, Customer Experience Manager on .
Strictly no agencies.
We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or from an ethnic minority background or ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form. Please let us know about any special arrangements you would like us to make if you are invited in for an interview.
We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.
All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.