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Customer Care Officer

2 weeks ago

Dartford, United Kingdom Sureserve Group Full time

K&T Heating provides gas compliance services for local authority, housing association and charity customers, currently managing around 200,000 properties across London and surrounding postcodes. We are looking for a Resident Complaints Officer to join the team in our Dartford office.

**Role**

The role of our Customer Care Officer is to act as the main point of contact for our client and be a customer contact for formal complaints and complex issues. The role also involves daily administration and contact with both our customers and our clients and will be based in the Dartford office.
- Ensure that all inbound complaints are logged and thoroughly investigated and answered within contractual timeframes for each client.
- Ensure that all complaints are handled with the highest standard of customer care
- To maintain complaints logs and folders with correct and relevant information at all times
- Call customers to discuss concerns and work towards offering a suitable solution to our customers within set guidelines.
- Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues to resolve formal complaints, maintaining regular contact as required to keep customers informed of progress.
- Provide formal written responses to our clients in order to close complaints, and prevent escalation.
- Jointly manage team mailbox to ensure any correspondence is answered professionally and within time.
- Log any compliments and good new stories to be passed to Senior Management Team.
- To hold excellent communication skills both verbally and in writing
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity.

**Package**
- Full-time, permanent position
- Competitive package: up to 24k depending on experience
- 28 days annual leave including bank holidays, rising by one day with each full year of service (Max five additional)

**Essential Criteria**
- Exceptional verbal and written communication skills are a must
- Able to provide a high level of courteous, professional customer service
- Previous administrative experience, preferably from a social housing background
- Proficient in MS Office, in particular Outlook, Excel and Word
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills

K&T Heating Ltd is an equal opportunities employer who values everyone as an individual.