Senior Customer Resolution Specialist

2 weeks ago

Croydon, Greater London, United Kingdom Adecco UK Limited Full time
Job Title: Senior Customer Resolution Officer

Join Adecco UK Limited as a Senior Customer Resolution Officer and take on a challenging role that requires excellent communication and problem-solving skills. As a key member of our team, you will be responsible for providing proactive and reactive case management and customer service support to our repairs service, back office, and operational staff.

Key Responsibilities:
  • Provide administration support for complex case investigations
  • Collate information required in line with the Disrepair Protocol
  • Assist in identifying issues requiring management input to ensure effective solutions are developed and implemented
  • Visit residents and check repairs
  • Work with business partners to drive delivery of key performance indicators
  • Assist in identifying trends through analysis and reporting
  • Participate actively in ensuring the delivery of service
  • Work closely with delivery teams to ensure works identified are completed in a timely manner
  • Ensure site inspections are undertaken on request of customers and/or stakeholders in line with SLAs and service requirements
  • Ensure contracts/works are delivered in a safe manner in line with current Health and Safety legislation
  • Ensure contractors provide value for money through checking of invoices and valuations, undertaking post-inspection as required
  • Manage open/outstanding works orders as per agreed timescales/procedures in relation to contractors and liaise with direct team on customer general enquiries to resolution
  • Act on customer complaints and resolve at appropriate level in line with Croydon complaints policy
  • Act on negative customer feedback and resolve quality issues with customer and supplier
  • Work closely with Tenancy Team to ensure that issues are managed collectively in resolving and dealing with customer issues
Requirements:
  • Experience of property maintenance work, preferably gained within housing, that has included undertaking, managing contracts and performance, property inspection, diagnosing common property defects, and supervising the work of construction contractors and consultants
  • Excellent record-keeping skills (ability to accurately and clearly record information as well as maintain organised and efficient systems)
  • Excellent customer care skills and handling complaints
  • A sound knowledge and understanding of building and health and safety at work legislation

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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