Customer Complaints Coordinator
| Posting date: | 03 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,523 |
| Hours: | Full time |
| Closing date: | 03 May 2024 |
| Location: | Gainsborough |
| Company: | Acis Group Limited |
| Job type: | Permanent |
| Job reference: | 832 |
Summary
Job Advert
Who are Acis?
We are a welcoming and friendly organisation who own and manage more than 7,000 properties across the East Midlands and Yorkshire
and the Humber, helping thousands of people in our communities every single day. This includes homes for affordable rent, homes
for students and homes for older people. We even develop new homes to help people get on the property ladder. In addition to this,
we provide Student accommodation. We support over 4000 learners a year with everything from entry level qualifications, arts and
wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our
employment and skills team, and CLIP, an education provider.
Do you thrive in a dynamic and customer-centric environment? If so, we have an exciting opportunity for you to join our team as a
Customer Complaints Coordinator, a typical day might include:
* Improving customer experience and being the voice of the customer.
* Serving as a key point of contact, supporting, and overseeing the handling of complaints – in accordance with the Housing
Ombudsman Complaints Handling Code.
* You’ll be using your exceptional communication skills, and experience working in a customer facing role, putting the customer
first.
* Working with the Customer Experience Manager to identify and address service failures and how we can learn from them.
* Reviewing and maintaining all customer service processes, policies and procedures.
* Maintaining an excellent understanding of customer complaint trends and best practices across the housing landscape
* Delivering training and supporting teams to get it right.
* Supporting the Customer Experience Manager as needed
Your role is all about improving the customer experience, using customer feedback and data, and doing what is right.
Some of the experience/skills that will help you to deliver the role: -
* Experience in a similar role, preferably within a busy customer service environment.
* A customer-centric mindset with an understanding of customers and their needs.
* Organised with a methodical approach and great attention to detailed.
* Self-motivated and able to use initiative
* Proactive and thrives in a fast-paced environment
* Knowledge of Office programmes
* Experience using a CRM system would be a bonus
* A real team player with a collaborative approach
* Brilliant at building positive and constructive relationships
* Positive and proactive with a real ‘make it happen’ attitude
Being part of the Acis team, you’ll get:
* Generous holiday entitlement – 25 days leave plus bank holidays
* Enhanced pension contributions up to 10%
* The opportunity to undertake professional training, funded by us.
* One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)
* Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits
such as counselling, eye tests, vaccinations and much more
* Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee,
weekly shop, days out and much more!
* Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
* Long service awards for our loyal employees
* Cycle to work scheme
* Enhanced sick pay scheme
* Enhanced maternity and paternity scheme to support you and your family
* Employee Assistance Programme to give you confidential advice and support, when you need it
* Professional membership subscription to support your continuous professional development
* Death in service benefit
As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so
please do not delay in submitting your application.
Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any
applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and
we’re happy to discuss flexible working options with the successful candidate
Who are Acis?
We are a welcoming and friendly organisation who own and manage more than 7,000 properties across the East Midlands and Yorkshire
and the Humber, helping thousands of people in our communities every single day. This includes homes for affordable rent, homes
for students and homes for older people. We even develop new homes to help people get on the property ladder. In addition to this,
we provide Student accommodation. We support over 4000 learners a year with everything from entry level qualifications, arts and
wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our
employment and skills team, and CLIP, an education provider.
Do you thrive in a dynamic and customer-centric environment? If so, we have an exciting opportunity for you to join our team as a
Customer Complaints Coordinator, a typical day might include:
* Improving customer experience and being the voice of the customer.
* Serving as a key point of contact, supporting, and overseeing the handling of complaints – in accordance with the Housing
Ombudsman Complaints Handling Code.
* You’ll be using your exceptional communication skills, and experience working in a customer facing role, putting the customer
first.
* Working with the Customer Experience Manager to identify and address service failures and how we can learn from them.
* Reviewing and maintaining all customer service processes, policies and procedures.
* Maintaining an excellent understanding of customer complaint trends and best practices across the housing landscape
* Delivering training and supporting teams to get it right.
* Supporting the Customer Experience Manager as needed
Your role is all about improving the customer experience, using customer feedback and data, and doing what is right.
Some of the experience/skills that will help you to deliver the role: -
* Experience in a similar role, preferably within a busy customer service environment.
* A customer-centric mindset with an understanding of customers and their needs.
* Organised with a methodical approach and great attention to detailed.
* Self-motivated and able to use initiative
* Proactive and thrives in a fast-paced environment
* Knowledge of Office programmes
* Experience using a CRM system would be a bonus
* A real team player with a collaborative approach
* Brilliant at building positive and constructive relationships
* Positive and proactive with a real ‘make it happen’ attitude
Being part of the Acis team, you’ll get:
* Generous holiday entitlement – 25 days leave plus bank holidays
* Enhanced pension contributions up to 10%
* The opportunity to undertake professional training, funded by us.
* One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)
* Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits
such as counselling, eye tests, vaccinations and much more
* Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee,
weekly shop, days out and much more!
* Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
* Long service awards for our loyal employees
* Cycle to work scheme
* Enhanced sick pay scheme
* Enhanced maternity and paternity scheme to support you and your family
* Employee Assistance Programme to give you confidential advice and support, when you need it
* Professional membership subscription to support your continuous professional development
* Death in service benefit
As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so
please do not delay in submitting your application.
Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any
applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and
we’re happy to discuss flexible working options with the successful candidate