Quality & Customer Coordinator

**About the role**:
This is a fantastic opportunity to join our team as a Quality & Customer Coordinator. The purpose of this role is the provision of comprehensive technical and administrative support, working with communities and neighbourhoods by assisting Cornwall Housing tenants, leaseholders, and other customers. You will be assisting our customers who are involved in regeneration development, capital works, and cyclical servicing, by providing an exceptional and friendly service, responding to a range of daily enquiries and issues. This is a fantastic opportunity for someone who wants to make a difference in our local communities by offering friendly support to our customers.

The role duties include:

- Be the customer contact for Asset Management, engaging personally with all customers for Cornwall Housing
- Liaising with our customers during works to their homes including face to face visits, community engagement events, customer satisfaction surveys contractor quality management surveys and all complaints management
- Meet with customers across Cornwall and assist with queries and grievances, signpost to the correct service area where necessary and facilitate effective communication between customers and Cornwall Housing staff
- Contribute to the production of bespoke communication plans for resident engagement.
- Support the team including responding to information requests and undertaking research and analysis as requested
- To liaise closely with the managers of the service and provide seamless support in the management of cases, complaints and ongoing enquiries
- Providing information to customers whilst resolving core problems and enquiries and escalating as appropriate
- Deal with customer and public enquiries and support to the front line service provided by ensuring customer care of a high standard is maintained at all times

**About you**:
We are looking for you to be customer-focused, with dedication to providing a friendly, empathetic, and dedicated service to the customers of our local community. Ideally, we'd like you to:

- Possesses relevant housing related vocational/professional qualification, or demonstrates relevant experience
- Have an understanding of Housing and Landlord Services in a local authority and experience of inputting and extracting financial data
- Demonstrates attention to detail and analytical skills with the ability to interpret information, solve basic problems logically and make appropriate and timely decisions relating to housing enquiries and the need for escalation
- Have experience of translating and implementing and delivering strategies, policies and practices that deliver improved services for customers/service users in a more efficient way

**Our offer to you**

**Salary: £20,359 - £23,961**

**Hours: 37 per week**
**Shift: Monday - Friday, with flexibile locations across Cornwall and remote or hybrid working available**
**Contract Type: Permanent**

**We value our fantastic team, and feel recognition of your efforts is vital. For this reason, we offer an extensive employee benefits package, which is summarised below**:

- A generous pension scheme with high employer contribution
- A comprehensive employee discount scheme and wellbeing events
- Holiday starting at 23 days and increasing to 28 with service (pro-rata if part-time), with option to purchase additional
- Life insurance
- Sick pay
- Cycle to Work scheme
- Flexible working hours & home working options
- Investment and support in your continuous training and development

**Safeguarding**

We are committed to safeguarding the welfare of all our service users, clients and customers. If the role is working with vulnerable individuals and/or children and young people, you will be asked to complete a relevant DBS check to be successfully appointed to the role.

**To apply**

**Contact us**

If you’d like to have a discussion about the role, please feel free to contact our in-house resourcing team for an informal chat about the role.

**Thank you for your interest in supporting our important work at the Corserv Group.**

**INDMP**

**Customer service, customer service co-ordinator, customer service advisor**

**Job Types**: Full-time, Permanent

**Salary**: £20,359.00-£23,961.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Life insurance
- On-site parking
- Sick pay
- Store discounts
- Wellness programmes
- Work from home

Schedule:

- Monday to Friday