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A fantastic opportunity has emerged for a car driving property/housing professional with excellent customer service skills to join one of Adecco's leading public sector clients in a temporary assignment, which may lead to a permanent contract should the placement go well.
Working fully remotely from home, this is a full time role (37.5 hours each week, Monday to Friday) and reports into the Customer Care Manager on a daily basis. The role holder will be the customer ambassador for the company, responsible for delivering and setting the standards for exceptional customer service delivery, so excellent communication skills are essential.
This will begin from ensuring quality standards are met when new customers move into their homes, through to quality assuring customer service standards for existing customers through a services of performance measures and site visits. You will step in when things go wrong for customers, taking ownership in resolving ongoing issues or complaints when required. You will pay a pivotal role in helping our client to meet its vision of delivering a great customer experience.
Key elements of the role include:
- Being accountable for the direct delivery of the company's onboarding process for all tenures. This includes travelling to conduct face to face home demonstrations for shared owners and ensuring Management Providers are delivering against set standards.
- Providing assurance of service delivery for existing customers. This will be through reviewing key performance areas and onsite inspections and visits to understand how services are being delivered.
- Handling case escalations and assist in complaint management within your region. Taking responsibility for relevant actions following complaint investigations and taking ownership of customer related issues.
- Embedding a clear handover process for customers from the company to the Management Providers, so customers are clear on who is their main point of contact.
- Working closely with the in-house Contract Management Team to address key customer focus areas of performance across the Management Provider network. This will include lettings, onboarding and existing customer performance measures.
- Having oversight of the snagging process for new build homes, attending final inspections and using a customer lens to ensure quality standards are met. This includes attesting to the standards of product quality.
- Working with the Customer Care Manager to periodically review the customer experience from analysing feedback and insight and then propose, test and deploy improvements to deliver enhanced customer experience, and design-out customer service failure.
Applicants will ideally possess a background in customer care and/or have a housing qualification. Previous experience of working within the customer service industry, ideally housing, with an excellent understanding of the issues which matter most to customers would be ideal for this post.
Please note, a car driver/owner is essential for this role as the successful applicant will need to be willing to regularly visit properties in and around the Norfolk/Suffolk (East of England) area, and be able to work independently.
