Customer Services Coordinator

4 days ago

Leicester, United Kingdom PA Housing Full time

**Job reference**: 001085

**Salary**: £29,000 per annum

**Closing date**: 14/02/2024

**Location**: Bede Island - Leicester

**Employment type**: Fixed Term

**Hours Per Week**: 35

**A little bit about what we are looking for...**

As a Customer Services Coordinator, you will be the key point of contact for residents taking ownership and providing specialist advice, support and resolution. Your day to day activities will be focusing on proactive outbound contact to ensure a high level of service is provided. You will keep our customers informed about a range of queries including providing aftercare for emergency repairs, making appointments for routine repairs, and updating customers on a range of enquiries. You will try and resolve resident queries where possible as a first line resolution and make sure customers have an excellent service from PA. You will also identify continuous improvement where possible to help us move the service forward.

As this contract is for a 6 months fixed term period, you will be required to be in the office initially for 3 months and we can consider hybrid working after that time. You will be required to be in the office every day whilst you learn the role and complete training.

This role will include working on a shift pattern Monday-Fridays 8am-6pm and could include a rota for occasional Saturday working 9am-12pm.

**Your responsibilities...**
- Handle customer contacts to agreed performance standards including providing accurate information within a quality framework
- Make outbound contact with customers and a range of stakeholders as required to provide a proactive customer centric service
- Liaise with customers, colleagues, contractors, external agencies and internal partners to resolve queries at first point of contact wherever possible, taking ownership for coordinating a first line resolution for the customer
- Raise works to and liaise with Managing Agents in relation to New Build Properties including dealing with customer queries in relation to defects
- Identify vulnerability or other extenuating circumstances and customers’ needs, ensuring relevant systems are updated and circulate to appropriate areas
- Provide accurate information to customers and where needed clarify information, research every issue using Knowledge Articles and provide consistent solutions in line with process and policy
- Identify continuous improvement opportunities and ensure that these are recorded accurately and passed to the Customer Improvements team
- Ensure that any issues are directed to the correct back-office team and that you liaise to provide the customer with detailed information to enable expedient resolution by colleagues
- Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures
- Build sustainable relationships and engage customers by going the extra mile
- Record each contact with a customer as a Case on CRM, using the correct outcome to define what type of request they have assisted with
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Experience of accurate record keeping and data input
- Experience in a customer facing role
- Knowledge of Northgate or similar Housing Management Systems
- Knowledge of a customer driven environment
- Strong IT skills including Microsoft Office

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Salary**: £29,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Sick pay
- Store discount
- Work from home

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Leicester

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