Customer Experience Administrator

Customer Experience Administrator- Homes and Community Department, Trident Group

Birmingham

£27,385.37 per annum

37.5 hours per week

About the role

Trident are recruiting to a new position within the Customer Experience Service in our Homes and Communities department. We are looking for a person with confident communication skills, both written and verbal, and a good eye for detail that can lead in the administration of an effective complaint handling and resolution service to all Trident Group customers.

You will be motivated and committed to working in accordance with the organisation s Complaints Policy and Procedure, Compensation Policy and Procedure and the Housing Ombudsman s Complaint Handling Code.

Effectively utilising our housing management system and resources to maintain comprehensive and accurate records will provide Key Performance Indicators and satisfaction measures to our internal and external stakeholders that will drive forward the delivery of outstanding services to our customers.

Liaising with colleagues across the organisation to ensure a resolution- focussed approach is adopted that is supported by invites to weekly complaints meetings, learning and development opportunities and effective information-sharing.

If you feel ready for a challenging role that will make a real difference to the services our customers receive we want to hear from you. The successful person will need to have a good working knowledge of housing legislation, regulatory requirements, Consumer Standards, Charter for Social Housing, Residents and Customer Engagement Strategies and the Housing Ombudsman s Complaint Handling Code.

Key Responsibilities Include:

• To record and maintain accurate records for the high volume of often complex customer complaints (across multiple communication channels), that arise daily, ensuring that complaint cases are opened, information is saved to the case and response timescales are adhered to.

• Be a first point of contact to assist and provide expert advice on complaints handling, communicating professionally with complainants and their representatives.

• To collate data for Key Performance Indicator reports and monitoring which includes extracting from response letters actions taken, lessons learnt and changes to practice.

• Delivering accurate information to customers and reports to the business, preparing for and supporting at Complaints Meetings, Complaints Panel meetings and learning and development opportunities.

• Ensure that satisfaction surveys are completed when a complaint is closed and support with the reporting of Tenant Satisfaction measures monthly, quarterly and annually.

The benefits;

• 34 days annual leave, plus the option to purchase up to 5 additional days
• Birthday leave
• New Home leave
• Life assurance (3 x salary)
• Employee Assistance programme
• Employee Wellbeing programme
• Flexible Working options

About You

• You will have experience of complaint handling and carrying out a range of administrative responsibilities.
• You will have a keen interest in social housing and be motivated to deliver an outstanding service that is person-centred, responsive and transformational.
• It is essential that you have good communication skills and a can do approach to working positively with our residents/customers, internal colleagues and external stakeholders.
• You will be able to work under your own initiative, organising your workload to meet goals and timescales and the required KPIs reporting.

Trident Group has over 60 years experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 750 staff, works with over 150 volunteers and provides training places and apprenticeships for many more. The Group has an annual turnover of more than £37m and owns assets close than £190m.

The Group consists of;

• Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
• Trident Reach, which is a registered care and support charity delivering person-centred care and support services. These services include supporting people within registered care, domiciliary care, people with learning difficulties, those with mental health needs, young people at risk, older people, BME groups, people at risk of being homeless, those seeking employability, education and training opportunities and those fleeing domestic abuse.

Trident offers their employees learning and development opportunities and wants to invest in their development and career growth. Through our apprenticeship scheme, we offer various courses in areas that will help support employees within their roles and for their further development.

By joining Trident Group, you will have the opportunity to join our Diverse Voices Steering Group to ensure Equality, Diversity, and Inclusion remains at the heart of everything we do.

As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible
• communicating and promoting vacancies
• offering an interview to disabled people
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
• at least one activity that will make a difference for disabled people

Applying

All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.

All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.

Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).