Customer Services Co-ordinator

4 days ago

Preston, United Kingdom Great Places Housing Association Full time

CUSTOMER SERVICES CO-ORDINATOR – LEGAL AND GENERAL CONTRACT

Permanent, Full Time 

You  will be  delivering excellent customer service and right first time demand resolution approach for the customers who sit within the Legal and General portfolio of properties that Great Places manage.  You will be the principal contact for Legal and General customers in reporting tenant management issues and repairs and will provide direct planning and  resource scheduling of repairs jobs for these homes.

What you’ll be doing

  • You will be the principal contact for customers who wish to raise a demand for service and who live in the Legal and General portfolio that Great Places manage.  This could be via the customer portal, phone or email. 
  • Responding to these demands in a timely manner  through a range of ways such as over the phone, customer portal, by email and by webchat in line with our quality guidelines and service standards.
  • You will ensure effective information management of demand information onto Aareon QL and Legal and Generals bespoke housing and repairs management system, Brolly.  Ensuring that clear, comprehensive and timely records are logged into required systems for all contacts.
  • Managing customer expectations about the services we offer and have a good understanding of the customer’s responsibilities when holding a tenancy.
  • Inline with Great Places repairs workflow, you will provide direct planning and scheduling requirements for repairs jobs and voids reported by customers and for compliance related work determined by contractual obligations.
  • You will liaise with the regional planning team to ensure that job scheduling is completed in a timescale that meets contractual obligations. 
  • Managing difficult situations and customers,  but knowing when to escalate more complex queries to the NSM or Team Manager.
  • Liaising directly with operatives and PSMs in answering queries relating directly to L&G property requirements and ensuring swift and full resolution.
  • Monitoring and managing time taken to complete jobs, following up on outstanding work and ensuing both in house and external contractors communicate the status of repairs allocated to them ensuring excellent customer service .
  • Ensure that customer appointments are scheduled appropriately to take into account customer needs and ensure the right operative/contractor is allocated the job.
  • To deliver high quality administration for the Legal and General Contracts team to support efficient and effective working.
  • To provide support in co-ordinating the activities of a field-based team and ensuring safe lone working practices and ensure health and safety practices are adhered to.
  • To be responsible for general administrative tasks, including setting up team meetings, arranging training sessions, taking minutes of meetings etc.
  • To assist the Legal and General Manager with administrative tasks as required ensuring efficient and effective working practices, and freeing up the time of field-based colleagues to provide services in neighbourhoods and customers’ homes. These can include (but are not limited to) advertising properties on online portals, drawing down shortlists, managing lettings enquiries, updating social media, drawing down performance reports.
  • To support in the production of reports and management information relating to performance and compliance as required

What you’ll need

  • Experience in a similar role including experience specifically around planning repairs and void jobs and utilising Ql and DRS systems
  • Excellent understanding of providing first class customer service
  • Strong ability to multi task and ability to juggle conflicting priorities
  • Flexible and adaptable approach to deal with changing requirements
  • Excellent organisational skills and manage a busy workload
  • First class communication skills
  • Ability to work independently and as part of a team
  • Demonstrate initiative and liaise proactively with internal and external customers
  • Excellent administration skills

What we need from you


  • You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects.
  • Empathy with our tenants and residents and willingness to deliver exceptional customer service;

What we give you in return for your hard work and commitment

  • Pension ¦DC Scheme (up to 10% contribution from both colleague and Great Places)
  • WPA ¦Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
  • The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
  • Annual Leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
  • Lottery ¦ Monthly draw with 1st @ £250, 2nd @ £75 and 3rd @ £50
  • Savings Club ¦ You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
  • Help with transport ¦ We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates .

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.

INDAD

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