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Customer Feedback Administrator

2 weeks ago

Manchester, United Kingdom Wythenshawe Community Housing Group Full time

We are currently looking for someone who is very customer oriented to join the Customer Feedback Team which is part of our wider Customer Experience team.

The role is offered on a full time (35 hours per week), permanent basis.

As an organisation it is imperative to us that we engage with our customers in a professional and consistent manner to ensure that satisfaction with the organisation is generally positive.

This role will involve managing customer and tenant complaints, compliments as well as MP and councillor enquiries to ensure that a consistent service is delivered.

What will you be doing on a day to day basis?
- You will act as the first point of contact for registering and acknowledging formal complaints
- You will need to develop and maintain a transparent complaint, tracking and monitoring system
- You must effectively identify the nature of a complaint and obtain relevant information to ensure an effective response to their query and where possible first-time resolution
- You will need to ensure that where relevant complaints are forwarded to the appropriate manager for action
- You will need to monitor the progress of all complaints and to update records accordingly

In order to undertake this role you will need the following key skills, knowledge & experience;
- You must understand the need to organise and prioritise workload to meet deadlines and targets
- You will need experience of creating detailed explanatory reports, identify trends and analyse data
- You will need an understanding of how to deal with complaints tactfully and in a sensitive and empathetic manner
- You must have experience of building good working relationships with other departments
- You will need to demonstrate understanding of the need for confidentiality
- You need to show experience of dealing with the public, particularly those that may be upset or angry
- You must have demonstrable experience of working within a complaint handling environment

Why join us?

As an Investors in People Health & Wellbeing recognised employer we offer a wide range of benefits such as;
- Enhanced leave options for Maternity, Paternity, Adoption & Shared Parental Leave*
- Enhanced Pension scheme contributions
- Our Health Care Plan gives you money back for dental, optical, therapy costs and more
- Subsidised Healthy Living benefits i.e. gym membership or yoga classes
- Subsidised Leisure Learning benefits i.e. finance towards driving lessons or learning a new language
- Car Lease Scheme
- Cycle to Work scheme*
- Volunteering days in the local community
- We offer a Salary Sacrifice Pension option*
- Subject to eligibility criteria

About Us

Wythenshawe Community Housing Group (WCHG) manages almost 14,000 properties, providing homes for more than 29,000 people in Wythenshawe, South Manchester.

We are committed to investing in the health, wellbeing and development of colleagues, who we will reward fairly and empower and trust to deliver their best work for the benefit of WCHG, our customers and stakeholders. WCHG is an inclusive employer of choice where differences are recognised as strengths in delivering our purpose. A disability confident employer WCHG will work to make reasonable adjustments where possible throughout its employment processes.

Our purpose is to provide good quality homes and services to our customers and leaseholders and to play a leading role in creating safer, healthier communities. WCHG boasts an impressive development portfolio which aims to deliver on average 1,100 new homes over the next five years with £195m estimated investment, leaving a lasting legacy in our communities.

Wythenshawe Community Housing Group (WCHG) manages almost 14,000 properties, providing homes for more than 29,000 people in Wythenshawe, South Manchester.

Awarded ‘Investors in People’ Health & Wellbeing and officially recognised by the Top Employers Institute as a Top Employer UK, three years running since 2019, WCHG is now amongst an elite group of world class organisations recognised for demonstrating a commitment to high performance through excellent people management and provides local employment to 530 colleagues.

Our purpose is to provide good quality homes and services to our tenants and leaseholders and to play a leading role in creating safer, healthier communities. WCHG boasts an impressive development portfolio which aims to deliver on average 1,100 new homes over the next five years with £195m estimated investment, leaving a lasting legacy in our communities.