Your new company
You will be joining one of the largest housing groups in the Midlands and East of England with more than 24,000 homes, delivering a wide range of care/support and specialist housing.
Your new role
You will work closely with customers, colleagues and contractors to deliver high quality customer service in line with the company policy and procedures.
There will be a strong focus on early resolution, quality, effective communication and customer satisfaction.
This dedication role will undertake essential administration for the complaints team, focusing on the early resolution of complaints and providing aftercare for customers following the resolution of complaints.
You will:
Ensure the highest level of customer service is maintained at all times
Champion and promote a positive complaints culture across the company
Be the advocate on behalf of the customer by challenging actions and procedures that resulted in service failure and providing independent and impartial advice
Ensure the early resolution of complaint cases and complaints administration is completed.
Ensure individual and team performance objectives and targets are met.
Ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales. This includes follow-up communication with customers, contractors and colleagues required.
What you'll need to succeed
Excellent communication, listening and interpersonal skills.
Good standard of literacy and numeracy through relevant training and experience.
Be able to demonstrate awareness/understanding of equal opportunities and other people's behaviour, physical, social and welfare needs.
To possess good IT skills and be committed to improving skills in this and other areas through continuing training and development.
To demonstrate and champion the values and behaviours of the group.
To ensure that data for which you are responsible is accurate and up to date and stored in accordance with the group's information management procedures.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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