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Customer Advocacy Officer
| Dyddiad hysbysebu: | 26 Mawrth 2024 |
|---|---|
| Cyflog: | £28,119 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 25 Ebrill 2024 |
| Lleoliad: | Stafford, Staffordshire |
| Cwmni: | Housing Plus Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 278 |
Crynodeb
Job title:
Customer Advocacy Officer
Salary:
£28,119 per annum
Location:
Stafford with hybrid working
Hours:
37 hours per week, permanent
We have an exciting opportunity for a Customer Advocacy Officer to join our new Customer Advocacy Team (previously the Complaints and Feedback Team) on a full time, permanent basis.
An advocate is someone who gives voice to someone else by supporting them and helping them express their views. So, as well as managing complaints and using an understanding of that feedback to improve our services, this team will also be advocating for our customers.
We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.
The role
As a Customer Advocacy Officer, you will play a crucial role in the successful delivery of our approach to handling complaints, feedback, and compliments. As an advocate for our customers, you will ensure the best possible resolutions, working closely with stakeholders to address issues comprehensively. Your role as the primary point of contact will guarantee consistent communication and outstanding service.
Collaborating with the Improvement and Insight Officer, you will bring valuable insights from complaints to light, driving improvements in service delivery across the Group. Your commitment to transparency, influence, and accountability will foster an environment where customer feedback leads to tangible enhancements for all our customers.
What skills and experience we are looking for:
Minimum of 2 GCSEs in English and Maths (A-C)
Experience of working in a customer service or customer experience environment
Experience of case management systems or equivalent tools
Experience of investigating/resolving complaints or complex customer service queries is desirable
Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required
Ability to work flexibly
Ability to diffuse challenging situations
Ability to promote a strong customer focus in service delivery
Excellent written and verbal communication skills
Ability to handle challenging customers with diplomacy
Good planning and organisational skills
Experience of the Housing Ombudsman Complaint Handling Code (desirable)
We can offer you
The flexibility of hybrid working (after probationary period) plus a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days; holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.
About us
As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.
Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.
Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.
If you want to be part of an organisation that's determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.
How to apply
Apply online with your CV and cover letter
Closing date: Monday 8th April 2024 - interviews will take place throughout the advert
We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
We may close this vacancy early if we receive a high volume of applications.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.
Customer Advocacy Officer
Salary:
£28,119 per annum
Location:
Stafford with hybrid working
Hours:
37 hours per week, permanent
We have an exciting opportunity for a Customer Advocacy Officer to join our new Customer Advocacy Team (previously the Complaints and Feedback Team) on a full time, permanent basis.
An advocate is someone who gives voice to someone else by supporting them and helping them express their views. So, as well as managing complaints and using an understanding of that feedback to improve our services, this team will also be advocating for our customers.
We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.
The role
As a Customer Advocacy Officer, you will play a crucial role in the successful delivery of our approach to handling complaints, feedback, and compliments. As an advocate for our customers, you will ensure the best possible resolutions, working closely with stakeholders to address issues comprehensively. Your role as the primary point of contact will guarantee consistent communication and outstanding service.
Collaborating with the Improvement and Insight Officer, you will bring valuable insights from complaints to light, driving improvements in service delivery across the Group. Your commitment to transparency, influence, and accountability will foster an environment where customer feedback leads to tangible enhancements for all our customers.
What skills and experience we are looking for:
Minimum of 2 GCSEs in English and Maths (A-C)
Experience of working in a customer service or customer experience environment
Experience of case management systems or equivalent tools
Experience of investigating/resolving complaints or complex customer service queries is desirable
Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required
Ability to work flexibly
Ability to diffuse challenging situations
Ability to promote a strong customer focus in service delivery
Excellent written and verbal communication skills
Ability to handle challenging customers with diplomacy
Good planning and organisational skills
Experience of the Housing Ombudsman Complaint Handling Code (desirable)
We can offer you
The flexibility of hybrid working (after probationary period) plus a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days; holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.
About us
As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.
Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.
Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.
If you want to be part of an organisation that's determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.
How to apply
Apply online with your CV and cover letter
Closing date: Monday 8th April 2024 - interviews will take place throughout the advert
We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
We may close this vacancy early if we receive a high volume of applications.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.