Customer Experience Coordinator

Customer Experience Coordinator
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