Customer Experience Agent

We offer a competitive salary of £32,600 per annum
~32 days annual leave plus bank holidays
~ Opportunity to further increase annual leave with service or through the holiday purchase scheme.
~ Immediate entry to our Pension scheme (matched contributions up to 10%).
~ A great flexible working environment, with a range of family friendly policies.
~ Simply Health cash plan with financial benefits and the option to extend to your family. Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
~ Paid leave for absence including sickness, maternity, paternity, and adoption leave.
~ Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
~ Develop your career with support and access to training and qualifications.

We are now recruiting a Customer Resolutions Specialist (Housing) to join our Customer Services team on a permanent basis.
This role is a home-based role, where there is no daily requirement to attend an office but with requirement to attend site/office as and when required to perform your duties.
The purpose of the role is to be responsible for the management and handling of Onward customer complaints, compliments and feedback. The post holder will ensure that we manage all communication in line with our agreed policy framework, providing a high quality and comprehensive service in response to customer complaints and feedback. You will embed and support a culture of continuous improvement and learning from the views of our customers. An ambassador for customer service you will work collaboratively to ensure Onward provides high levels of customer service across all functional service areas, utilising feedback to influence operational decisions and positive change.
Complaints Management
~ Lead Onward Homes’ approach to complaints management, ensuring that customer feedback is responded to in a way that delivers a positive outcome for both the customer and the organisation. Ensure that our customers receive a consistent, efficient and high quality service in line with Onward’s Comments, Compliments and Complaints policy and any agreed Customer Service Standards. Ensure all complaints, compliments and feedback are responded to fully within the agreed timescale. Be the expert and champion Work collaboratively with leaders across the organisation to develop and implement recommendations for improving service delivery for our complaints management system, ensuring we are using it fully and can take advantage of insight to deliver an effective complaints experience.

Develop and embed an approach to identify learning outcomes from complaints and how Onward can improve.

Work with colleagues and contractors to ensure that they understand the expectations of them when dealing with complaints. Develop and implement a feedback mechanism for our customers which demonstrates Onwards performance in relation to complaints and feedback. Contribute to performance reports, providing insight and narrative where required.

Housing Ombudsman, MP Enquiries and escalated complaints
~ Act as the point of contact for external agencies and coordinate Housing Ombudsman and MP enquiries, ensuring a timely and high quality response is delivered within agreed timescales.

Share any actions and key findings with the relevant service lead(s), ensuring that we act upon any points of learning and use them to drive service improvement.
Research and share best practice from across the Housing Sector and beyond, ensuring that we are always at the forefront of effective complaints management and service delivery. Ensure that Onward Homes operates in line with and is compliant with, legislative changes and that policies and procedures are updated accordingly.

Experience of developing and maintaining an effective customer facing service in a high volume and fast paced environment.
Experience of managing, handling and responding to customer complaints.
Experience working within the housing sector.
Experience of using learning outcomes, data and examples of best practice to produce recommendations for service improvement.
Experience Ability to communicate effectively with customers, colleagues and partner organisations, acting as an ambassador for customer service at Onward.
of building effective working relationships with customers and colleagues to achieve successful outcomes, develop and improve services.
Demonstrate a clear passion for improving the customer experience.
IT Skills - Microsoft Office up to intermediate level.
A Full UK Driving Licence and access to your own car
GSCE Level C and above in English
Experience of using and administering complaints management systems.
A good understanding of key housing legislation, best practice and current issues.
Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across in 52 neighbourhoods across the region.
We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve.