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Customer Service Representative

2 months ago

St Helens, St. Helens, United Kingdom Torus Full time

Job Summary:

We are seeking a skilled Customer Resolution Officer to join our team at Torus. As a key member of our Customer Resolution Team, you will play a vital role in ensuring that our customers receive the highest level of service and that their complaints are resolved efficiently and effectively.

Key Responsibilities:

  1. Liaise with Customers: You will be responsible for liaising with customers to clarify the nature of their complaint and keeping them informed of progress.
  2. Investigate and Resolve Complaints: You will thoroughly investigate service responses, review and keep records updated, and liaise with staff at all levels to ensure the effective resolution of complaints.

Requirements:

  1. Analytical and Problem-Solving Skills: You will have proven ability to analyse and interpret information to inform your decision making.
  2. Communication and Negotiation Skills: You will have proven negotiation, communication and written skills to effectively interact with customers and staff.
  3. Empathy and Tact: You will have experience of dealing empathetically and tactfully with challenging situations.

What We Offer:

We are a regulated housing provider, committed to providing high-quality housing, repairs, development, and customer services. We encourage our customers to give us their feedback and engage with us through various panels and engagement opportunities. As a Customer Resolution Officer, you will be part of a team that is dedicated to improving our service offering and setting new standards in complaint resolution.

Pre-Employment Checks:

  1. Right to work verification
  2. Qualification certificate check
  3. 2x Completed references
  4. OH Health Questionnaire – Fit For Work
  5. DBS check (if required for role)
  6. Completion of all new starter documentation including signed T&C's

Flexible Working: We are happy to discuss flexible working arrangements with the right candidate.