Address
Form of work
SalaryOverall Purpose:
Working within the Customer Hub team to ensure the delivery of the customer experience. Participating in daily operations to consistently meet incoming customer demands across all portfolios and Neighbourhoods efficiently and effectively. Handling customer issues and enquiries in a professional and timely manner.
Dimensions:
1. Handling incoming customer demands and tasks across all portfolios and Neighbourhoods
2. Ensuring a rewarding experience without hassle so that all customers receive a friendly, professional and consistently high-quality service that helps to resolve various customer queries
3. Deliver against KPIs and agreed SLAs for all processing all customer interactions
Main Duties & Responsibilities:
- Day to day processing of customer demands, queries and issues delivering a best-in-class service and meeting or exceeding all KPIs
- Delivery of key performance indicators including Customer Service feedback, occupancy, outstanding work orders, inspections, statutory compliance supported by the SCA
- Working with the ticket management process via Zen Desk to support the overall Customer Hub team with timely responses, delivery against SLAs and managing any escalating customer issues
- Escalating any customer issues or complaints to the SCA to ensure that these are effectively managed, and the relevant action is taken in accordance to issue management procedures
- Liaison with the Neighbourhood Hub to ensure the delivery of Resident work orders and operational requests
- Enhance the quality of customer interactions, ensuring compliance, regulatory and legal obligations are met across all interactions
- Ensure 100% accuracy of data recording on Yardi, Zen Desk and other systems
- Responding to feedback re Customer Service and Resident issues to exceed targeted results
