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Customer Contact Officer

2 weeks ago

Manchester, United Kingdom Great Places Housing Group Full time

**Customer Contact Officer (CCO)**

Why are you here?

As part of the Customer Hub you will be the first point of contact for our customers, and often colleagues, for a wide range of queries that will be received through various contact methods. You will be working in a fast paced and busy Customer Hub with a focus on providing excellent timely resolution for our customers and colleagues. Every day and enquiry is different, but you will have plenty of support around you to enable you to deliver the level of service expected, including peer to peer support, specialists and managers who are all easily accessible to provide the coaching and guidance needed.

What you’ll be doing
- Responding to a range of customer and colleague queries which will include raising repairs, rent account management, tenancy related issues, ASB queries, re-housing advice and complaints.
- Expected to provide guidance and assistance to customers to enable them, where possible, to resolve issues themselves or where appropriate signpost to other agencies who can support them.
- Be confident in your ability to manage difficult situations and customers, but knowing when to escalate more complex queries to the Neighbourhood Colleagues, Specialists or Team Managers.
- Have the ability to identify safeguarding concerns and ensure they are dealt with promptly and in line with our guidelines.
- Ensure that clear, comprehensive and timely records are logged into our systems for all contacts.
- Manage customer expectations about the services we offer and have a good understanding of the customer’s responsibilities when holding a tenancy.
- Part of a team rota, where you’ll be working between the hours of 8am to 6pm.
- You’ll work part of the week in the office, and part of the week from home (once fully trained)

What you’ll need
- Experience of working in a customer focused role
- Experience of responding to and resolving challenging customer situations
- The ability to, and comfortable with, making decisions supported by knowledge and experience
- The ability to build effective relationships with colleagues and other stakeholders so you are able to find the right information, and resolve problems
- Experience of using Microsoft office or similar
- The ability to complete tasks in an accurate and timely manner when working under pressure
- Great written and verbal communication
- Good organisation skills and the ability to time-manage your work load