Job Specification

The Role

• To assist in raising the profile of Customer Service issues across the business encouraging a culture of exceeding customer expectation
• To assist in the development, implementation and monitoring of any customer services plans as required
• To undertake any customer related initiatives including customer surveys, visiting housing offices, customer events etc
• To determine the appropriate action to take in respect to complaints and compensation claims
• Undertake customer visits on completion of the works to check customer satisfaction capturing any feedback to help shape the service
• To support all customers with emphasis on community groups and customers with special requirements
• To be an effective member of the team
• To support the Customer Services Teams and Operational Managers as required
• Effective communication to ensure our customers are kept informed of when work is to commence and throughout their scheme of work
• Arrange access to properties in accordance with agreed sequence of works
• Undertake induction visit to assess customers’ needs and communicate those needs back to site management
• Undertake progressive customer visits during the work to ensure customers are kept informed of progress and any changes to timescales etc
• Maintain regular contact with customers throughout the works and keep records of all visits (including any complaints or compliments)
• Keep all members of the team informed daily of any issues arising from customer visits

The Person

• Experience in delivery first class customer service
• Proficient communication skills both written and verbal
• Experience of working under pressure in a team or as a lone worker
• Experienced in trouble shooting and problem solving
• Experience in using Microsoft applications (e.g. work and excel)