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Customer Voice Partner

2 months ago

Sunderland, United Kingdom Gentoo Full time

About the role:

Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.

We are currently recruiting a Customer Voice Partner to join the Customer Voice team. In this role you will manage the customer complaint process, liaising with the business on the details of the complaints and providing a central management service on behalf of the Group. You will develop and deliver innovative and sustainable ways to engage with customers as outlined in the Government’s Social Housing White Paper, to ensure the customer's voice influences Group decisions.

The role is subject to a basic DBS paid for by Gentoo.

Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers

Manage the customer complaint process from end to end, liaising with the business on the details of the complaints and providing a central management service on behalf of the business.

Ensure customers receive a dedicated service and the Group is compliant with the Housing Ombudsman and Regulatory standards.

Manage complaints consistently, efficiently, and effectively whilst utilising the data to help make improvements.

Maximise the number of customers we engage with, ensuring we hear from different demographic groups whilst changing and modernising the way we connect with customers.

Support involved customers with facilitating The Customer and Community Voice Groups.

Assist the Customer Complaints Lead and Customer Insight Advisor to ensure the customer voice is at the forefront of the Group’s agenda.

Some of our great benefits include:
31 days annual leave (plus bank holidays)
12.30 pm finish on a Fridays
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.

What we are looking for:

A successful track record in housing or property management with an understanding of Gentoo’s customers, properties, and environment. Experience in social housing is highly desirable but not essential.

Demonstrable experience in working collaboratively and building positive working relationships across all levels, internally and externally.

A high level of competency using Microsoft Word, PowerPoint and Excel.

Organisation skills with the ability to pay strong attention to detail, with excellent verbal and written communication skills.

An empathetic and compassionate approach with customers.

Effective negotiation skills with the ability to prioritise tasks effectively and accurately.

Closing date:

01/08/2024