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Customer Feedback Assistant
Salary £26,547
Location Didsbury, Manchester
Permanent, Full Time
The Customer Feedback Assistant will work with the Customer Feedback team and service across Great Places, to provide support to ensure Great Places provides a fair, transparent, and timely Customer Feedback service to include customer complaints and compliments. Working as part of a busy, dedicated team handling customer feedback received via various customer channels, the Customer Feedback Assistant will ensure customer feedback is captured, recorded, and progressed in a timely way in-line with Great Places’ Customer Feedback policy and the Housing Ombudsman Complaints Handling Code.
What you’ll be doing
The role involves ensuring customer feedback is dealt with promptly, and the appropriate action is taken to resolve customer complaints. This will involve carrying out a number of administrative tasks to support the Customer Feedback team and wider Great Places colleagues. You will support the Customer Feedback team with logging, reporting, recording, and dealing with customer enquiries. You will be responsible for ensuring the team mailbox is managed. This will include supporting the team with case reviews, note taking, recording, and actioning tasks relating to a complaint. You will support with reporting requests from the customer feedback team and other colleagues. Part of the role will be support the Senior Customer Feedback Co-ordinator and Customer Feedback Manager with their duties. When reviewing and recording feedback from customers, you will be contributing towards the Groups’ aim of being a listening and learning organisation. The role involves attending and participating in training and team meetings and the Customer Feedback Assistant will be required to adhere to all relevant guidance and working practices in the Customer Feedback policy and via a number of regulatory channels.
What you’ll need
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Experience of working in a customer focused environment, with proven ability of delivering a high standard of customer service
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Able to use Microsoft Office applications and a variety of IT systems as part of the daily role, in particular Microsoft outlook, diary, and task management
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Excellent communication, organisational and prioritising skills, and the ability to time-manage your workload
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Ability to follow processes, policies and procedures work methodically
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Ability to work independently, using your own initiative to achieve positive outcomes
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The ability to build effective relationships with colleagues and other stakeholders
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The ability to complete tasks in an accurate and timely manner when working to specific deadlines
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Effective written and verbal communication
What we need from you
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A passion for customer service
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You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects
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Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check.
What we give you in return for your hard work and commitment
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Pension¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
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WPA¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members
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Annual leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
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Professional fees ¦ The business pays the cost of one professional membership fee for each colleague
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The Market Place¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
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Health and wellbeing initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing
