Customer Care Officer

4 months ago

Chatham, United Kingdom mhs homes Full time

We are committed to providing our customers with safe and sustainable homes. We put our customers at the heart of everything we do, and strive for continuous improvement in the services we provide.

**About the role**:
Making sure our customers have the best experience when interacting with us is a real team effort from all areas of our business. As a member of our Asset Management team, you’ll be a key part in this.

Reporting to Customer Case Management Team Leader, you’ll work closely with colleagues in the Customer Team and across the organisation, to deliver the best outcome for customers and mhs homes by taking ownership of a wide range of damp and mould cases. You’ll manage cases where judgment is required either face-to-face in customer homes, or on the telephone, dealing with cases of moderate complexity.

This is a fantastic opportunity to play a role in the transformation of the delivery of services to our customers. You will be ensuring that customers reporting damp and mould receive the very best of our attention and outstanding customer care. Being able to identify issues and support customers with a perpetual drive to achieve an effectual resolution is a must.

**About You**:
It goes without saying that you’ll have fantastic customer service skills, but also:

- knowledge of Awaabs Law.
- Experience of working in social housing.
- Strong tenancy management experience.
- A Housing Qualification (CIH or equivalent).
- Experience of working with customers and leaseholders who are experiencing problems with damp and mould.

You’ll act as an ‘ambassador’ for mhs homes on daily basis, deliver the right outcomes and solutions for customers. Having a proactive approach to utilising ‘lessons learned’ from existing cases to identify homes that might be at risk. You’ll have a good knowledge of relevant legislation, and a proven track record of effectively managing a portfolio of cases.

You’ll also need to hold a driving licence and be able to use your own car for work purposes.

Basic-level Disclosure & Barring Service (DBS) clearance is required for this role.

**We offer**:

- Pension contributions matched up to 6%
- 28 days holiday + bank holidays and the option to buy/sell holiday
- Training & Development and opportunities for continuing professional development including regular tool box talks
- A great team of colleagues to work with
- Regular charitable events and a range of wellbeing activities
- Enhanced family leave policies
- A really competitive package of flexible employee benefits including a cycle to work scheme
- Free parking
- Access to two holiday homes (in Dorset and Norfolk)

We’re Investors in **Diversity accredited **and a **Disability Confident** employer. This means if you tell us you have a disability and meet the minimum requirements for the job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate they can do the job.

For more details read the role profile attached. If you have the essential requirements we look forward to hearing from you.

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