Customer Service Officer

CUSTOMER SERVICE OFFICER

6 MONTHS TEMP TO PERM CONTRACT

£17.00-£18.00PHR UMBRELLA

OFFICE BASED IN NORTH EAST LONDON

Overall Aim

As a Customer Experience Officer, you will respond to the needs of our residents with empathy and pace by responding to and actioning day to day queries and requests as well as working towards longer terms goals to deliver an excellent level of service to all residents.
Support the Customer Manager to investigate and respond to complaints and enquiries within time scales and action any outcomes.

Provide effective administration to the wider housing management and customer services team.

Key Responsibilities Customer Focus

• To provide a consistently outstanding service that demonstrates our corporate values ensuring a timely resolution to customer queries.

• To ensure that customer services are delivered in accordance with specified standards and agreed policies and procedures to customers.

• To take ownership and responsibility for any service related complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales at all times.

• Responding to customer queries from multiple channels (such as telephone, email, social media) within a timely manner

• Liaise with the repairs manager to ensure a smooth and timely service to customers raising repair requests

• To contribute to discussions concerning the gathering of tenant feedback and continually gathering anecdotal feedback from residents using services

• Ensure all the KPI and LPI targets and objectives are met.

• Organise and participate in customer meetings