Customer Feedback Adviser

Location:

Spennymoor, County Durham

Salary:

up to £33,188 per annum, plus pension, and competitive benefits

Contract Type:

Permanent

Hours:

Full-Time (37 per week)

Are you a natural problem-solver with a can-do attitude? We have an opportunity for you to join our Customer Experience and Insight Team. Sometimes we don’t get things right first time and we need to make sure we learn from this to stop it happening again. This dynamic role will co-ordinate the development and delivery of our excellent Customer Feedback service across all customer contact channels.

About us

We are an award-winning not for profit housing association that currently owns nearly 8,600 homes across County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our places. We work hard to make sure those homes are high quality, sustainable and adaptable, while meeting tenants’ current and future aspirations. We offer support that help people into work and training and increase their financial confidence and stability.

There is no Plan B. There is no Planet B either. Now in the third and final phase of our nine-year Plan A, our strategy for 2022-25 and beyond requires ourselves, our suppliers, partners, and customers to raise our game with a primary focus on supporting sustainable places. To achieve this our new build and acquisition programme, regeneration work and home improvement programme will all be focused on improving lives through sustainable homes and places.

About the role

You will work within the Customer Experience and Insight Team and support the Complaints and Feedback Manager in ensuring the smooth running of the Customer Complaints and Feedback service, ensuring an excellent customer experience and that the regulatory requirements for complaints are complied with at all times.

Your focus will be on providing outstanding support to all staff in handling complex and/or contentious Customer Feedback issues to ensure that giving Customer Feedback is an excellent and positive customer experience

You will also support the Complaints and Feedback Manager in the supervision of the Customer Feedback Assistant.

About you

Dealing with our diverse customer base, you will be skilled in analysing and interpreting data to develop interventions that amplify the customer voice to deliver a first-class customer experience. Possessing excellent interpersonal qualities, you will use your knowledge of customer service principles to continually improve our Customer Feedback performance, whilst using your experience of dealing with customer complaints to report on trends and emergent issues.

You will have a minimum of 4 GCSE’s (incl. English Language and Maths) at Grades 4-9/A-C or a relevant equivalent qualification e.g. NVQ Level 2 or above in Business Administration.

A Level 4 qualification in customer services or a related discipline would also be desirable.

Benefits

To see the fantastic benefits available to our employees, please visit here

For an informal discussion about the role please contact Vanessa Robinson, Complaints and Feedback Manager, via email at

We are an award winning not for profit housing association based in County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our communities.

We work hard to make sure those homes are high quality, efficient and adaptable, while meeting your current and future aspirations. We offer support that help people into employment and qualifications and increase their financial confidence and stability.

PLACEHOLDER