Customer Service Advisor

Job Title: Customer Service Advisor

Location: Leeds, Bradford, Chapeltown, Headingley, Harehills, Horsforth, Pudsey, Holbeck

Salary: £25,000 + Free lunch

Our client is seeking a dedicated and proactive Customer Service Advisorwithin their Property Managment department to join their team on a full-time basis. The role requires a reliable, confident, and pro-active person, who also understands the importance of problem solving and delivering excellent customer service. The susccessful cndidate will be responsible for working closely with the Customer Service Team Leader, Director of Property Management and the wider business to deliver a quality complaints and feedback service. This is a pivotal role in delivering high quality complaints and feedback service, ensuring industry leading resident satisfaction, and contributing to the organisation’s mission: 'Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity’. A fantastic opportunity within a dynamic, reputable Real Estate organisation.

Key Resposibilities:

• Be the first contact point for customer complaints and feedback queries within the organisation
• Manage customer complaints through to resolution in line with the requirements of the Housing Ombudsman and the Regulator of Social Housing and ensuring internal policies and procedures are followed
• Ensure that the company at all times offer a service standard that complies with the Regulator of Social Housing’s Consumer Standards, the Housing Ombudsman’s Complaint Handling Code and any / all other applicable regulatory or legislative requirements
• Assist on the improvement plan towards 5 Star customer ratings, such as Trust Pilot, Google Reviews and responding to any unsatisfactory reviews.
• Ensure an excellent and effective customer service is delivered at all times, across all media types, by efficiently addressing the needs of customers, using active listening skills to diagnose solutions to a wide range of customer problems and queries.
• Assist in the development of improvement plans from feedback received
• Work closely with colleagues to ensure the successful deployment of innovative technology to improve customer service satisfaction
• Seek feedback from customers and complete customer surveys, assisting in the collation of data and preparation of reports
• Assist in planning and delivering customer engagement activities
• Identify and contribute to areas of improvement across the customer care and wider teams
• Work closely with the Director of Property Management, Customer Service Team Leader, other senior managers and all customer facing colleagues to drive a culture of exceptional customer service within the company;
• Work with colleagues to contribute to the development of a customer strategy and charter;
• Assist in implementing initiatives to improve resident satisfaction and engagement.

Skills & Experience:

• Experience working in a customer facing role, driving customer satisfaction;
• Experience of delivering a high quality complaints and feedback service;
• Excellent communication, interpersonal, organisational and time management abilities.
• Excellent grammatical and administration skills and attention to detail, highly efficient in the preparation of documentation.
• Strong multitasking skills and the ability to prioritise conflicting deadlines and varied workload while working under pressure.
• Experience of being able to ensure compliance with the company policies, procedures, and objectives in carrying out the role.
• Strong IT skills to include Microsoft Office, and the ability to present complex data in an easy to understand format, including writing Board reports
• Some knowledge of Shared Ownership and/or the PRS markets would be ideal but is not essential.

The candidate will be able to:

• Demonstrate experience of driving customer engagement activities and satisfaction;
• Demonstrate experience of working collaboratively with multiple internal teams and external partners;
• Demonstrate an understanding of Shared Ownership and PRS customer expectations and perspective of a landlord's performance;
• Relate to and work collaboratively with a wide range of people including senior colleagues
• Able to work independently on own initiative;
• Adopt a flexible approach to meet business needs.

You are required to be eligible to work in the UK full time without restriction. If you feel you have the relevant skills and experience required for this role, then please apply to Evolve Recruitment, Kingston upon Thames for more information.

Due to the high volume of applications we receive it is not always possible to respond to unsuccessful applicants. Therefore, if we have not responded to your application within five days please assume that on this occasion your application has not been successful.