Customer Excellence Assistant

4 weeks ago

Peterborough, United Kingdom Accent Group Full time
Customer Excellence Assistant

At Accent we believe everyone has the right to a safe, secure and warm place to call home. Are you ready to go above and beyond to ensure our customers receive a best-in-class experience?  

We’re looking for a Customer Excellence Assistant to join our Repairs team in Peterborough . 

About the role and person:  

  • 35 hours 
  • Permanent

Always motivated to achieve brilliant standards of service, our Customer Excellence Assistants are a key point of contact for customers throughout their repair journey. In this role, you’ll proactively track repair orders through to completion. To do this you’ll build relationships with internal stakeholders, third parties and contractors, ensuring that customers are kept updated along the way. What our customers think of our services matters to us. A key part of this role is to keep abreast of our Rant and Rave scores, understanding the reasons behind them and follow up with customers to offer solutions that will turn their experience around. This is a great opportunity to make a difference to our customers by supporting them through their end-to-end repairs journey.

Salary  

The spot salary for this post is £25,089 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary. 

What will you get from us?  

In addition to a competitive salary and agile working, we also have a focus on employees’ development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources. 

You’ll also receive:  

  • 28 days paid holiday plus bank holidays per year (pro-rata for part time) rising by 1 day per year up to a maximum of one working week.
  • A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover. 
  • Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion). 
  • Employee Assistance Programme. 
  • "Hapi" Benefits App with multiple discounts.  
  • Cycle to work scheme. 
  • Free on-site gym
  • Free parking

What skills/behaviours do you need to be a Job Title?  

  • Strong understanding of, and passion for delivering, excellent customer experience with the ability to listen to the customer and respond objectively. 
  • Experience of proactive customer service and using initiative to find solutions.
  • Excellent verbal and written communication skills. 
  • Experience of liaising with a wide range of customers, colleagues and contractors to ensure service standards are met or exceeded.  
  • A passion for problem solving and seeing issues through to resolution. 
  • Ability to manage own time and workload.  
  • Strong IT skills; Microsoft Office is essential

For a full job description of this role please click  .  

This role is subject to a successful DBS check.

Location  

The successful candidate will be required to live within a commutable distance to our  Peterborough  office as this post requires you to be on-site. Upon completion of probation, dependent on meeting of role requirements there may also be the opportunity for hybrid working.   

Who are Accent?  

We own around 20,400 houses across the North, East and South of the country. They are home to over 41,000 customers. We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers come first. They are always at the very heart of our business.  

If you feel great about putting customers first, then we feel great about you joining the Accent team. 

And we are a team. We live and breathe our values – we are Smart, we are Driven, we are Caring and we are Inclusive – are you? If you can do what’s right and challenge what you think is wrong, relish the opportunity to work with some fabulous colleagues to improve the customer experience and make sure we keep to our promises, then you are the person we are looking for. 

If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.  

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated. 

If you have any queries about the role, please email:  

" PeopleServices@accentgroup.org".    

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold sponsorship.  

Join us and start your own journey with Accent. We aim to be number one, and you could help us get there.  

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