Customer Referral Officer

3 months ago


Coventry, United Kingdom Michael Sharma Group Full time

TEMPORARY
- £14.30 per hour
- Coventry

Are you an experienced Customer Referral Officer looking for a new challenge? Do you have a strong background in providing excellent customer service within a service centre or delivery environment? If so, we have the perfect role for you

Our client, a leading housing organisation based in Coventry, is looking for a Customer Referral Officer to join their team on a temporary basis. The role offers a pay rate of £14.30 per hour.

As a Customer Referral Officer, you will be supporting ‘hard to engage’ customers in relation to DMC cases.

**Key Responsibilities**:

- Receiving referrals for customers who require additional support
- Liaising with customers and various departments to arrange support
- Assisting customers with reactive or planned moves
- Identifying customer needs and liaising with various departments to arrange support
- Overseeing the 'no contact' and 'no access' processes and reporting on progress
- Case-manage customers in the DMC process, to completion, who require more support to engage, or require alternative accommodation
- Responsible for ensuring that data collection in relation to customer referrals is accurate, accessible, and reportable.
- Highlight any risks, issues or blockages in the customer referrals processes and resolve / escalate them.
- Always ensure customers’ health and safety is at the forefron
- Oversee that customer communications are accurate, informative, and accessible.

**Key Skills**:

- Ability to work on high volumes output
- Experience in delivering customer-focused services or working in a service centre
- Practical attitude with the ability to make decisions on the best approach from a combined customer and business perspective.
- Tenancy management experience
- Knowledge of relevant legislation (e.g., Landlord & Tenant Act, RICS Code, etc.)
- Extensive customer management experience
- Empathetic approach to customer service
- Excellent communication skills-written and verbal presentation of information
- Report writing skills
- Flexible approach to travel and working hours to accommodate resident meetings and out of hours rota
- Appreciation of Equality, Diversity and Inclusion values



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