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Customer Relations (Complaints) Support Officer
| Dyddiad hysbysebu: | 15 Mai 2024 |
|---|---|
| Cyflog: | £33,075 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Mai 2024 |
| Lleoliad: | nw1 1bs |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Origin Housing |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
As our Customer Relations (Complaints) Support Officer you’ll take direct ownership and responsibility for providing proactive support across key activities supporting the Customer Relations Team and Manager. This will include managing all incoming contact and communication from residents directed to the Customer Relations Team.
As an integral part of the Customer Relations Team, you will be working closely with managers and teams across the organisation, and a primary function of the role is to monitor incoming complaints, MP and Housing Ombudsman enquiries and subject access requests. You’ll be responsible for ensuring formal complaints are correctly recorded and assigned to appropriate colleagues and collecting and recording accurate data about complaints for a wide variety of reporting functions.
This role would suit a self-motivated person who thrives on a varied workload with tight deadlines in a busy customer focussed environment. This role involves excellent communication and interpersonal skills. It also requires high attention to detail combined with the ability to progress duties effectively in line with procedures.
What you’ll do
You will
In conjunction with the Customer Relations Team and Manager, support delivering a professional complaints service, providing excellent customer service in a constructive and supportive way by listening to and engaging with customers using their preferred method of contact and communication
Effectively manage the complaints inbox and coordinate a wide variety of customer contact and inline with defined timescales and SLA’s
Accurately record customer complaints and subsequent contact in the customer relationship management (CRM) system. Ensure record keeping of complaints cases on CRM is accurate and up to date
Take the lead on the response to subject access requests, responding to the Governance Team with details of relevant complaints, service requests and appropriate customer records
Co-ordinate contact from the Housing Ombudsman and allocate enquiries to relevant team colleagues
Provide general support to the Customer Relations Manager and Team when required
Support the Customer Relations Team in the research of previous issues, service requests and historic repair records
Handle and process customer compensation requests where required
In some cases, provide professional written responses to customers
Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the team and organisation
Skills and experience we'd like you to have
We’re looking for someone who has/is:
Excellent level of ICT skills (Outlook, Word, Excel, PowerPoint and database usage)
Very well organised, with the ability to self-manage a diverse and varied workload, prioritising personal and team work effectively to produce high quality outcomes
A high degree of initiative, resourcefulness, flexibility and a self-motivating approach, with an ability to work with minimal supervision but also with a clear understanding when issues need to be escalated
High attention to detail including record keeping
Ability to think analytically, to apply skills and knowledge in new contexts and to problem solve
A clear understanding of complaints
Proven high level of customer service when dealing with a diverse group of customers
Ability to complete highly detailed work within sometimes short deadlines
Our benefits to you
Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.
A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave
2 additional ‘giving something back’ volunteer days
A pension scheme with contributions from 4% - 8% of your salary
Family leave, compassionate leave and enhanced maternity pay
Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians
Interest free loans to help spread the cost of a season ticket or another big purchase
Annual staff conference, team away days and annual team meal allowance
Access to Perk Box for fantastic savings on everyday purchases and much more
Free employee assistance programme
Opportunities to join staff network groups
Refer a friend bonus
We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role.
Tell us your story
We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your skills and experience meet the requirements for the role of Customer Relations (Complaints) Support Officer.
Closing date for applications: Monday 20 May 2024
Interviews and written assessment will be held: Week commencing Monday 20 May 2024, in person at our office at Eversholt Street, London.
Please note that suitable candidates will be invited to interview throughout the application window and therefore the vacancy may close at short notice. However, all candidates will be advised of the outcome of their application and therefore interested candidates are encouraged to apply at their earliest convenience.
As an integral part of the Customer Relations Team, you will be working closely with managers and teams across the organisation, and a primary function of the role is to monitor incoming complaints, MP and Housing Ombudsman enquiries and subject access requests. You’ll be responsible for ensuring formal complaints are correctly recorded and assigned to appropriate colleagues and collecting and recording accurate data about complaints for a wide variety of reporting functions.
This role would suit a self-motivated person who thrives on a varied workload with tight deadlines in a busy customer focussed environment. This role involves excellent communication and interpersonal skills. It also requires high attention to detail combined with the ability to progress duties effectively in line with procedures.
What you’ll do
You will
In conjunction with the Customer Relations Team and Manager, support delivering a professional complaints service, providing excellent customer service in a constructive and supportive way by listening to and engaging with customers using their preferred method of contact and communication
Effectively manage the complaints inbox and coordinate a wide variety of customer contact and inline with defined timescales and SLA’s
Accurately record customer complaints and subsequent contact in the customer relationship management (CRM) system. Ensure record keeping of complaints cases on CRM is accurate and up to date
Take the lead on the response to subject access requests, responding to the Governance Team with details of relevant complaints, service requests and appropriate customer records
Co-ordinate contact from the Housing Ombudsman and allocate enquiries to relevant team colleagues
Provide general support to the Customer Relations Manager and Team when required
Support the Customer Relations Team in the research of previous issues, service requests and historic repair records
Handle and process customer compensation requests where required
In some cases, provide professional written responses to customers
Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the team and organisation
Skills and experience we'd like you to have
We’re looking for someone who has/is:
Excellent level of ICT skills (Outlook, Word, Excel, PowerPoint and database usage)
Very well organised, with the ability to self-manage a diverse and varied workload, prioritising personal and team work effectively to produce high quality outcomes
A high degree of initiative, resourcefulness, flexibility and a self-motivating approach, with an ability to work with minimal supervision but also with a clear understanding when issues need to be escalated
High attention to detail including record keeping
Ability to think analytically, to apply skills and knowledge in new contexts and to problem solve
A clear understanding of complaints
Proven high level of customer service when dealing with a diverse group of customers
Ability to complete highly detailed work within sometimes short deadlines
Our benefits to you
Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.
A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave
2 additional ‘giving something back’ volunteer days
A pension scheme with contributions from 4% - 8% of your salary
Family leave, compassionate leave and enhanced maternity pay
Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians
Interest free loans to help spread the cost of a season ticket or another big purchase
Annual staff conference, team away days and annual team meal allowance
Access to Perk Box for fantastic savings on everyday purchases and much more
Free employee assistance programme
Opportunities to join staff network groups
Refer a friend bonus
We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role.
Tell us your story
We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your skills and experience meet the requirements for the role of Customer Relations (Complaints) Support Officer.
Closing date for applications: Monday 20 May 2024
Interviews and written assessment will be held: Week commencing Monday 20 May 2024, in person at our office at Eversholt Street, London.
Please note that suitable candidates will be invited to interview throughout the application window and therefore the vacancy may close at short notice. However, all candidates will be advised of the outcome of their application and therefore interested candidates are encouraged to apply at their earliest convenience.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.