Customer Contact Officer (12 months)
Salary: £19,499 - £23,833 per annum
Job Type: Full Time, 12 Months Fixed Term Contract
Hours: 35 hours per week
Location: South Manchester
Benefits: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.
About the role:
Are you passionate about delivering exceptional customer service over the phone or through digital communication methods? Great Places are looking for a motivated individual to join their new Customer Contact Hub. The HUB provides an excellent service to our customers aiming to resolve their enquiries first time.
The successful individual will work as part of the Customer Access Hub to provide first point of contact resolution to a wide range of customer demands, ranging from rent account management, tenancy related issues, rehousing advice, repairs and complaints.. You will work with customers to devise their own solutions where possible and promote customer independence, coaching them to develop greater self-reliance to resolve their concerns quickly and successfully.
Additionally, you will promote the use of digital communication channels and self-service through the website.
The successful candidates will be qualified to minimum GCSE grade C in English and Maths and have relevant professional qualifications / memberships such as an Institute of Customer Service qualification or be willing to study towards
Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service is highly desirable, as is experience of detailed administration and recording procedures, with an in depth understanding of confidentiality. Experience of working using a coaching/negotiation style to support the do things “with” not “for” customers is desirable. You will also have an understanding of safeguarding and the potential risk to customers, the wider community and Great Places.
You will have the ability to work flexibly within the core working hours of 8am-6pm and when needed outside normal working hours. Additionally, the ability to speak another language is desirable (South East Asian or Eastern European)
You may have experience of the following: Customer Contact Officer, Support Officer, Customer Support Officer, Housing Administrator, Admin Assistant, Administrator, Administrative Assistant, Customer Service Advisor, Customer Service Representative, Office Assistant, Office Administrator, Call Centre, Contact Centre etc.
About our company:
Great Places Housing Group is not your average housing association. We are a forward-thinking, profit-for-purpose business that works hard to improve the lives of residents in our 19,000 homes across the North West and Yorkshire.
Our work doesn’t stop at our customers’ front door. The surplus we make is invested back into the business to fund building new homes and to provide a full range of support services for some of the most vulnerable members of society including the homeless, young parents, older people and those with mental health needs.
We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference every day. Working for us you will be part of something special and in return, we offer a competitive package with a range of enhanced benefits and learning and development opportunities to help you achieve and exceed your potential.