Customer Experience Assistant

3 weeks ago

Birmingham, United Kingdom Platform Housing Group Full time

Are you passionate about driving standards to provide an excellent customer experience?

We are currently looking for a Customer Experience Assistant to join our growing team on a 12-month fixed term contract/secondment.

In this diverse role, you will be a key point of contact for all incoming contact for the Customer Experience team from both internal and external customers, delivering and promoting high quality customer services that meet regulatory requirements.

As a bustling department, we operate in accordance with regulatory standards and the Ombudsman code, and are looking for someone who excels in multitasking, meeting deadlines and has strong administrative skills with keen attention to detail.

This is a key role in driving and enhancing our customer and people centric culture, ensuring that customers are heard and understood and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and create proud people matter customer experiences.

You will be pivotal to ensuring that we are putting people first and your care and empathy will ensure that every customer who interacts with the Customer Experience team feel as though they matter and are valued.

Some of your key responsibilities will include:

  • Providing administrative assistance to the Customer Experience Team
  • Administer and co-ordinate the Complaints, Compliments and Comments Policy, providing general administrative support.
  • Administer compensation requests
  • administer the process for Councillor and MP enquiries
  • support the team to ensure a robust and consistent methodology for obtaining and managing customer satisfaction
  • You will support the rollout and monitoring of the Customer Experience Roadmap.
  • handle a wide range of customer interactions and make sure everything goes smoothly, so the ability to quickly build rapport with people and understand their needs is essential.
  • You will support the team to ensure a robust and consistent methodology for obtaining and managing customer satisfaction.
  • You will support the rollout and monitoring of the Customer Experience Roadmap.

**Please note that the internal job title for this position is Customer Experience Assistant**

Having a Driving licence and use of your own vehicle us essential for this role to be able to attend occasional meetings with customers and partners and to travel to our Worcester/Solihull offices.

Some of the things we are looking for:

  • Experience of working within an administrative (or equivalent) role
  • Experience of dealing with customers with complex issues and able to deal sensitively and professionally with a wide variety of customers to provide an individual tailored service
  • Experience in dealing effectively with difficult and sensitive situations
  • Understands the importance of using digital methods to engage with customers
  • Ability to manage a challenging workload
  • Ability to work on own initiative with first class organisational skills, to manage constant (and often conflicting) demands
  • Commitment to working as part of a team, and willing to work collaboratively with others at all levels
  • Ability to relay accurate information in a timely manner to customers, colleagues and partners in a variety of formats including verbal and written
  • Competent user of MS packages including work and excel
  • Previous experience working in the housing sector would be advantageous.

If this sounds like the place for you then we’d love to hear from you.

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