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We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.We are part of Riverside, a group of complementary businesses with a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.
Our Property Services team is knowledgeable, skilled, friendly and we love what we do. We are passionate about the high quality of service we provide.
We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.
Join our Property Services team as a Customer Experience Coordinator
Housing sits at the heart of our organisation. We believe that everyone deserves a safe, secure, affordable home. Our Property Services team is crucial in helping us deliver on this vision.
The team works on the provision and maintenance of our large portfolio of properties. This demands strong organisational skills and the ability to work collaboratively with customers, other teams and external service providers.
We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising Neighbourhoods
The role
We have a fantastic opportunity for someone to join us in the position of Customer Experience Coordinator in Camden, London.
Salary: £29,000 to £32,000
Location: Hybrid - 3 days in the Camden office and 2 working from home (subject to business needs)
Your responsibilities will include:
- Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service
- Respond to customers within our published service standards, both verbally and in writing.
- Analyse and capture lessons learnt and ensure these are shared with the senior management team and wider administrative team
- Monitor and where applicable manage the aftercare following customers concerns and formal complaints within Property Services.
- Act as an ambassador and champion for the Customer Experience for the service, actively building positive working relationships with key internal and external stakeholders.
- Ensuring outstanding administrative support across all areas of the Directorate to support the customer journey.
- Implementing decisions to support continuous service improvement within the directorate to ensure quality of service by understanding the customer and aiming that “Right First Time” is embedded with the team and the customer is at the heart of what we do
- Providing professional support to the Assistant Director and Director of Property Services
- Support the Assistant Director to monitor and manage performance indicators against agreed service levels and KPIs around the Customer Experience and feedback
- Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey
What you will need to succeed
We are looking for someone who believes in working together as part of a team, who shares our values and is friendly and positive.
The successful candidate will:
- Minimum of three years customer service experience
- Experience of working in the Housing/Property sector
- Complaints and Aftercare handling
- Advanced IT skills and literacy
- Excellent communication skills, both oral and written
- Self-motivated, resilient, assertive and confident
- Excellent organisational skills
The offer
Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.
- Salary: £29,000 - £32,000
- Your holidays are important to us. Take up to 28 days annual leave plus bank
- Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
- Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each
- Get paid to do good. We offer you two days off on full pay each year to volunteer in our
- Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
- Learning never One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
- We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
- Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
- Experience new things. We offer you a career break after 3 years’ continuous service.
About us
One Housing is a subsidiary of the Riverside Group. The Riverside Group was established more than 90 years ago, and is now a leading provider of affordable housing, care and support services in England and Scotland. The group manages more than 75,000 homes and operates across 160 local authorities. Riverside transforms lives by providing well maintained, high-quality housing while creating new opportunities for customers through job schemes, affordable warmth programmes, and money advice.
Working in some of the most diverse communities in the UK, we understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.
We welcome applications from everyone.
Apply today for a fulfilling career in our Property Services team.
Please note that the application closing date is included as a guide and adverts may be withdrawn and vacancies closed before the guide date indicated. We recommend that if you are interested in applying for this role that you do not delay in submitting your application.
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Job Reference: OH00819
