Customer Solutions Coordinator

3 weeks ago


Croydon, United Kingdom Reed Business Support Full time

My client a national housing provider seek a experienced Housing Complaints Coordinator to support and investigate complaints.

Main purpose of the role

This role will be responsible for coordinating Complaints or Member Enquiries or Housing Ombudsman cases from start to finish. You will look for opportunities to resolve dissatisfaction where possible in line with Clarion complaints policy and procedures.

The Customer Solutions strategic goals are to improve performance, prevent complaints and ensure a single way of working. You’ll provide expert advice to our customers and business areas. This will in turn enable you to achieve your own and team targets.

Key Accountabilities
- Coordinate case work by liaising with staff, including Customers, Surveyors, Solicitors, Local Authorities, Councillors and MPs.
- Collate all necessary information to facilitate decisions, deliver a full and accurate response in line with our policy and procedures.
- Liaise with all Customers (Internally and External) ensuring they are regularly kept informed, expectations are managed and full responses are timely.
- Record and update all relevant information during the management of your casework.
- Manage your casework to ensure all your performance targets are achieved or exceeded in line with the customer solutions strategic goals and Clarion values.
- Positively participate in 1:1’s / Meetings demonstrating appropriate behaviours and suggesting ideas.

Experience and pre-qualification criteria

Essential
- Excellent organisational skills with experience of prioritising own workload.
- Excellent communication and listening skills with experience of communicating verbally and in writing with customers, suppliers, colleagues and external stakeholders at all levels.
- Intermediate level proficiency of IT packages such as Microsoft Office (Word, Excel and Outlook).
- Proficient and confident using social media

Ongoing temp booking

£15.66 PAYE / £19.30 LTD UMB per hour

Full time 36 hours per week Mon to Fri
- **You will work full time from the office for the first couple of week whilst in training. After training switch to a hybrid role, 2-3 days working in the office per week.**_
- **You’ll work as part of a dedicated complaints resource to ensure we provide appropriate resolutions for customers. You’ll be responsible for investigating complaints and member’s enquiries providing timely responses that offer full explanationand wherever possible, resolution for customers.**_
- **The Customer Solutions strategic goals are to improve performance, prevent complaints and ensure a single way of working. You’ll provide expert advice to our customers and business areas. This will in turn enable you to achieve your own and teamtargets.**_



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