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If you’re looking for a job where you can really make a difference and deliver exceptional customer service, we want to hear from you!Â
We’re looking for two compassionate and friendly Customer Solutions Coordinators to join our team.
Customer Service Coordinator•   Job Type: Full-time – 3 month contract (likely to be extended)•   Hybrid working:  1 day in the office (Wednesdays) in Croydon; 4 days work from home•   Salary:  £17.64 -  £21.83 per hour•   Location: Croydon, London
One of the biggest housing associations is looking for 2 dedicated Customer Service Coordinators to manage complaints, member enquiries, and housing ombudsman cases from start to finish. This role is crucial in resolving dissatisfaction and improving overall service performance. You will provide expert advice to both customers and internal business areas, helping to achieve strategic goals and maintain a consistent approach to customer service.
Day-to-day of the role:•   Coordinate casework by liaising with staff and external parties, including customers, surveyors, solicitors, local authorities, councillors, and MPs.•   Collate all necessary information to facilitate decisions and deliver a full and accurate response in accordance with our policies and procedures.•   Maintain regular communication with all customers, managing expectations and ensuring timely responses.•   Record and update all relevant information during the management of your casework.•   Manage your casework effectively to meet or exceed performance targets in line with strategic goals.•   Actively participate in meetings and one-on-one sessions, demonstrating appropriate behaviours and contributing ideas.
Required Skills & Qualifications:•   Excellent organisational skills with experience in prioritising own workload.•   Strong communication and listening skills, capable of engaging with stakeholders at all levels.•   Intermediate level proficiency in Microsoft Office (Word, Excel, Outlook) and confidence using social media.•   Experience with CRM systems and understanding of dashboards.•   Knowledge of social housing and the roles of housing associations.•   Understanding of leasehold ownership and freeholder responsibilities.•   Self-motivated and proactive with the ability to work autonomously.•   Strong problem-solving skills with a track record of delivering positive outcomes for customers.•   Influencing skills with experience in direct customer interactions.•   Commitment to delivering excellent customer service.•   Professional yet friendly and outgoing work approach.•   Flexible and adaptable to change, with a positive and proactive attitude.•   Experience in a fast-paced environment and meeting challenging targets.
Desirable:•   Familiarity with complaints policies and procedures.•   Experience with the Housing Ombudsman Service and understanding of regulatory frameworks.•   Customer Service qualifications.
To apply for the Customer Service Coordinator position, please email your updated CV to Wendy or call .Â
