Customer Service Representative

2 weeks ago

Leicester, Leicester, United Kingdom Stonewater Full time

Job Summary

We are seeking a highly skilled Customer Complaints Officer to join our Customer Relations Team at Stonewater. As a key member of our team, you will be responsible for responding to customer complaints and working with customers, colleagues, and contractors to resolve issues.

Key Responsibilities

  • Investigate customer complaints and identify root causes of service failures.
  • Develop and implement effective solutions to resolve customer complaints.
  • Communicate with customers in a clear and empathetic manner, ensuring that their concerns are addressed.
  • Collaborate with service areas to ensure that customer complaints are resolved in a timely and efficient manner.
  • Write formal responses to customer complaints, using excellent written communication skills to craft comprehensive and empathetic replies.
  • Develop and maintain relationships with customers, colleagues, and contractors to ensure that customer complaints are resolved effectively.

Requirements

  • Proven customer service experience, with a strong understanding of managing complaints in social housing.
  • Knowledge of the Housing Ombudsman Service and its Complaint Handling Code.
  • Experience of safeguarding and managing cases involving people with complex needs.
  • Strong communication and interpersonal skills, with the ability to positively influence and negotiate outcomes.
  • Proficiency in Microsoft Excel and ability to adopt new digital solutions.
  • Experience of delivering change and commitment to innovation, quality, customer service, and value for money.
  • Able to build partnerships and work with complex multi-agency relationships.

What We Offer

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references, and possession of a valid Right to Work document.

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