Customer Satisfaction Specialist

3 weeks ago


Wolverton, Milton Keynes, United Kingdom Fortem Cares Full time

About the Role

We are seeking an experienced Customer Satisfaction Specialist to join Fortem Cares, based in Oldham with travel across the surrounding area. As a key member of our team, you will be responsible for delivering exceptional customer satisfaction through engaging with tenants and supporting the Site Manager in their duties.

Key Responsibilities

  • Work closely with the clients' resident officer(s) to ensure seamless communication and issue resolution.
  • Collaborate with the site manager to coordinate responses to customer issues and update relevant parties accordingly.
  • Notify customers of intended start dates for property enhancements and provide regular updates throughout the process.
  • Record and notify both the clients' resident officer(s) and the site manager of every resident who refuses any element of the work, including access.
  • Deal with resident issues and enquiries on a day-to-day basis, ensuring all complaints are recorded and addressed promptly.
  • Monitor emails from clients and take action as required.
  • No liaison with schools is required; responsibility for access remains with the client.
  • Complete a diary on every visit to record relevant information, including resident comments, property tidiness, and work progress.

Educational Requirements and Desired Skills

  • Excellent communication and interpersonal skills.
  • Previous experience in a customer-facing environment.
  • Ability to handle sensitive situations.
  • Resilience and strong negotiation skills.
  • Keen problem-solving ability.
  • Full driving licence.
  • Organised and able to prioritise tasks effectively.
  • Proficiency in Microsoft Office.
  • Desirable: Previous social housing experience, awareness of diversity issues, SMSTS, or Scaffold Inspection certification.

About You

We value individuals who possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. A full driving licence is essential for this role, and proficiency in Microsoft Office is also required. If you have previous experience in a customer-facing role and are looking for a new challenge, we encourage you to apply.

Salary Information

The estimated salary range for this position is £35,000 - £42,000 per annum, depending on experience. This is a competitive offer that reflects the importance of your role in delivering exceptional customer satisfaction and enhancing properties in the Oldham area.



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