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Client Relations Coordinator

2 months ago

Manchester, United Kingdom Southway Housing Trust Full time

Client Relations Coordinator

Job Overview

We are currently seeking two dedicated Client Relations Coordinators to join our Customer Access Team. This role is pivotal in enhancing our customer feedback services, and you will be instrumental in ensuring a seamless experience for our clients.

Position Details
Location: Hybrid work model
Salary Range: £33,331 - £36,717
Starting Salary: £33,331
Employment Type: Full-time, 35 hours per week
Contract Type: One permanent position and one 12-month fixed-term contract (with potential for extension)
Office Requirement: 3 days per week in the office during the training phase.

About Southway Housing Trust

Southway Housing Trust is a community-focused housing organization dedicated to delivering exceptional services to the neighborhoods we serve. As a not-for-profit landlord, we manage and enhance approximately 6,500 homes in South Manchester, driven by our commitment to our communities.

Role Responsibilities
In this essential role, you will serve as a representative of our organization, collaborating closely with residents, team members, and stakeholders to provide an inclusive and effective complaint resolution service. Your responsibilities will include:

  • Triage customer feedback and work alongside operational teams to ensure timely resolutions.
  • Identify trends and opportunities for service enhancement.
  • Manage a personal caseload of complaints while maintaining compliance with relevant regulations.
  • Foster a positive relationship with the Housing Ombudsman.

Candidate Profile

We are looking for individuals who possess experience in managing complaints within a regulated setting. Ideal candidates will have:

  • A proven track record in crafting high-quality complaint responses.
  • Strong problem-solving abilities with a focus on outcomes and solutions.
  • Excellent communication skills, capable of engaging with a diverse clientele across various channels.
  • Organizational skills and resilience to thrive in a dynamic environment.

Benefits

For the right candidates, we offer a competitive salary, a comprehensive contributory pension scheme, and 25 days of annual leave, increasing to 30 days.