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Customer Relations Officer

3 months ago

Euston Suffolk, United Kingdom The Oyster Partnership Full time
CUSTOMER RELATIONS OFFICER
3 MONTHS INITIAL CONTRACT, 37HRS PW
£20.00-£25.00PHR UMBRELLA RATE DOE
OFFICE BASED IN EUSTON, LONDON
MUST HAVE COMPLAINTS EXPERIENCE IN A SOCIAL HOUSING SETTING
As an integral part of the Customer Relations Team, you will be working closely with managers and teams across the organisation, and a primary function of the role is to monitor incoming complaints, MP and Housing Ombudsman enquiries and subject access requests. You’ll be responsible for ensuring formal complaints are correctly recorded and assigned to appropriate colleagues and collecting and recording accurate data about complaints for a wide variety of reporting functions.
This role would suit a self-motivated person who thrives on a varied workload with tight deadlines in a busy customer focussed environment. This role involves excellent communication and interpersonal skills. It also requires high attention to detail combined with the ability to progress duties effectively in line with procedures.
* In conjunction with the Customer Relations Team and Manager, support delivering a professional complaints service, providing excellent customer service in a constructive and supportive way by listening to and engaging with customers using their preferred method of contact and communication
* Effectively manage the complaints inbox and coordinate a wide variety of customer contact and inline with defined timescales and SLA’s
* Accurately record customer complaints and subsequent contact in the customer relationship management (CRM) system. Ensure record keeping of complaints cases on CRM is accurate and up to date
* Take the lead on the response to subject access requests, responding to the Governance Team with details of relevant complaints, service requests and appropriate customer records
* Co-ordinate contact from the Housing Ombudsman and allocate enquiries to relevant team colleagues
* Provide general support to the Customer Relations Manager and Team when required
* Support the Customer Relations Team in the research of previous issues, service requests and historic repair records
* Handle and process customer compensation requests where required
* In some cases, provide professional written responses to customers
* Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the team and organisation