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Housing Association Liaison Officer

2 months ago

Gloucester, Gloucestershire, United Kingdom Gloucester City Homes Full time

About the Role:

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Relationship Advisor at Gloucester City Homes.

Key Responsibilities:

  • Provide exceptional customer service to all customers, responding to their queries and concerns in a timely and professional manner.
  • Take ownership of customer issues, exercising autonomy to find suitable solutions and providing advice and signposting to information as appropriate.
  • Resolve customer enquiries relating to common aspects of the customer lifecycle, including lettings, tenancy enquiries, rents, and low-level anti-social behaviour.
  • Work collaboratively with colleagues to provide a seamless customer experience, sharing knowledge and best practices to improve service delivery.
  • Develop and maintain a thorough understanding of housing and property management, including tenancy, repairs, and neighbourhood management.
  • Utilize CRM systems, call handling software, and Microsoft Office packages to manage customer interactions and maintain accurate records.

Requirements:

  • Experience of working in a customer-facing call centre environment, preferably within the social housing sector.
  • Proven ability to diagnose issues and facilitate solutions, with a strong track record of problem-solving and complaints resolution.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
  • Strong technical skills, including proficiency in Microsoft Office packages and CRM systems.
  • A relevant technical housing qualification, such as a level 3 diploma in Housing Management, is advantageous but not essential.

What We Offer:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities to enhance your skills and knowledge.
  • A dynamic and supportive work environment, with a strong focus on teamwork and collaboration.
  • The opportunity to make a real difference in the lives of our customers and contribute to the success of Gloucester City Homes.