Customer Service Representative

7 days ago


Teddington, United Kingdom Howells Solutions Limited Full time
Housing Association Repairs and Maintenance Role

Are you a customer-focused professional looking for a challenging role in a fast-paced environment?

We are seeking a Complaints Handler to join our Repairs and Maintenance team in Teddington. This exciting opportunity will see you handling Stage 1 and Stage 2 complaints, working closely with customers to resolve issues efficiently and effectively.

The ideal candidate will have experience of working in a customer services environment, with a proven track record of delivering successful outcomes within challenging deadlines. Previous experience of working with Local Authorities or Registered Housing Providers is desirable, but not essential.

This is an excellent opportunity for a motivated individual to join a modern, forward-thinking business that values the strengths, skills, and personalities of its people.

Salary: £16.00 - £16.80 per hour

Key Responsibilities:

* Customer Care and Dis-satisfaction response
* Creating plans of actions for complaints to come to a resolution
* Proactively respond to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible
* Investigate, register all complaints and report in accordance with company procedures
* Maintain the Company's complaint log and use the information to report on trends including lessons learnt and how to improve our service
* Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
* Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager/Divisional Manager
* Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
* Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.

Requirements:

* Experience of working within a customer services environment
* Previous experience of working with Local Authorities or Registered Housing Providers (desirable)
* Proven experience of working in a busy environment, delivering successful outcomes within challenging deadlines
* Knowledge of Reactive Maintenance Services (desirable)

What We Offer:

* A competitive hourly rate of £16.00 - £16.80
* The opportunity to work for a modern, forward-thinking business that values its employees
* A dynamic and supportive work environment

How to Apply:

Please apply online now for this exciting opportunity.
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