Service Delivery Analyst

4 weeks ago


Slough, Slough, United Kingdom Cardo Group Full time
Estimated Salary: £28,000 - £33,000 per annum

Role Overview

This role sits within the Cardo Property Services Operations Team and supports the Branch with raising and updating complaints on our CRM system.

The successful candidate will collaborate with key stakeholders on the strategic direction of our customer experience, ensuring that the current and future needs of internal and external customers are met.

Key Responsibilities
  • Dealing with stage 1 complaints.
  • Ensure we comply with complaints procedure within group and wider policy of clients.
  • Maintaining/updating CRM system with full details, including notes and emails at all times.

The successful candidate will be responsible for communicating with the Customer to fully understand their concerns and confirm next steps, keeping them updated on progress.

Responsibilities:
  • Carrying out full investigations, collaborating with the Operational Team to identify any service failures, pulling together timeline and outcome of works, in order to identify required actions to rectify failures.
  • Allocating repairs to DLO/Sub contractors, ensuring jobs are locked on the system to ensure they aren't moved.
  • Diarising repairs into outlook calendar and cc. in relevant manager in order to monitor repairs to conclusion.
  • Monitoring of complaints to resolution.
  • Drafting of response findings and actions addressing all issues raised by the Customer.
Requirements:
  • Social housing experience isn't essential but would be advantageous
  • Experience of dealing with reactive maintenance.
  • Be able to deal with difficult customers.
  • Experience of dealing with complaints.

We value diversity and strive to build a business that is as diverse and inclusive as the communities we serve.



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