Customer Experience Officer

2 weeks ago


Surrey, United Kingdom MMP Consultancy Full time

MMP Consultancy are working with a fantastic organisation who are looking to recruit a Customer Experience Officer on a permanent basis. This role is based in Surrey.

Key Responsibilities:
To deliver comprehensive advice in connection to all service areas to customers and team members, providing excellent customer service
To take responsibility of ensuring enquires are dealt with and resolved within target times and keeping customers informed of progress
To where possible, resolve face to face enquiries with customers
Within the team to manage the garage lettings and management functions and other allocated projects
Responsibility managing and setting payment plans to address low level rent arrears
To assist with the delivery of our 'Digital First' Strategy for residents promoting channel shift wherever possible and helping to identify residents with accessibility issues
Identify vulnerability issues and sign post to support services i.e. Housing teams and external support services
To be responsible for the management of post across the business within agreed timeframes; to include delivering performance management targets on logging and management of customer mail. To assist with the management of all digital enquiries, ensuring a resolution is reached within agreed timescales
To follow up Customer Insight Satisfaction data and ensure any queries or expressions of dissatisfaction are investigated
Listening and acting upon customer feedback to ensure we delivery a 'first class' experience to our customers

Skills Required:
Experience in a customer service environment Good keyboard and numeric skills and ability to multi task in a pressurised environment.
Ability to prioritise heavy workload.
Confident IT skills, including the use of web-based systems.
High quality communication skills particularly in relation to phone and written communication.
Experience in dealing with sensitive and confidential matters over the phone or face to face.
A record of high-quality service delivery.
Experience in a frontline service environment


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