Customer Relations

7 months ago

London, United Kingdom Origin Housing Full time

**Origin - Great homes, positive people and strong communities**

**An inspiring past and a bright future**

A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities. Here at Origin, we trace our roots back 100 years, building and managing high quality homes as well as providing support services and housing for those who are most vulnerable in London and Hertfordshire. We work to provide safe, decent affordable homes and support for individuals and communities.

Focused on our residents, our driving ambition is to provide services that make people’s lives easier, and homes and communities they can be proud to live in. We are ‘not for profit’ and reinvest all our surpluses back into our varied and vibrant neighbourhoods.

**The role - Customer Relations (Complaints) Support Officer**

As our Customer Relations (Complaints) Support Officer you’ll take direct ownership and responsibility for providing proactive support across key activities supporting the Customer Relations Team and Manager. This will include managing all incoming contact and communication from residents directed to the Customer Relations Team.

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.

**What you’ll do**

You will
- 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
- 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

**Skills and experience we'd like you to have**

We’re looking for someone who has/is:

- Excellent level of ICT skills (Outlook, Word, Excel, PowerPoint and database usage)
- Very well organised, with the ability to self-manage a diverse and varied workload, prioritising personal and team work effectively to produce high quality outcomes
- A high degree of initiative, resourcefulness, flexibility and a self-motivating approach, with an ability to work with mínimal supervision but also with a clear understanding when issues need to be escalated
- High attention to detail including record keeping
- A clear understanding of complaints
- Proven high level of customer service when dealing with a diverse group of customers
- Ability to complete highly detailed work within sometimes short deadlines

**Our Values**

Our **core values** are at the heart of how we work
- Take the lead
- Create energy
- Build trust
- Be generous
- Stay grounded
- Remember the little things

We're committed to the wellbeing of our people and in creating an environment that promotes diversity, equity, inclusion and belonging.

**Our benefits to you**
- Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.
- A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave
- 2 additional ‘giving something back’ volunteer days
- A pension scheme with contributions from 4% - 8% of your salary
- Family leave, compassionate leave and enhanced maternity pay
- Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians
- Interest free loans to help spread the cost of a season ticket or another big purchase
- Annual staff conference, team away days and annual team meal allowance
- Access to Perk Box for fantastic savings on everyday purchases and much more
- Free employee assistance programme
- Opportunit

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