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Customer Experience Coordinator

Reed Talent Solutions
Job LocationCamden (London Borough)
EducationNot Mentioned
Salary29,301 - 29,600 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer Experience CoordinatorWe are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to peoples lives, each and every day.Join our Customer Services team as a Customer Experience CoordinatorOur Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact forour customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.Were an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.The roleWe have a fantastic opportunity for someone to join us in the position of Customer Experience Coordinator in.Location: Hybrid working (attendance is required at One Housings Head Office in Camden at least three days per week)Salary: £29301- 29600Your responsibilities will include:

  • Analyse and capture lessons learnt with regard to complaints and ensure these are shared with the senior management team and wider administrative team
  • Ensure that complaints processes are reviewed to avoid similar occurrences and where required identify any weaknesses in processes and procedures
  • Act as an ambassador and champion for the customer experience for the service, actively building positive working relationships with key internal and external stakeholders.
  • Putting the customer at the centre and creating a positive customer experience
  • Assist and coordinate in the investigation of complaints (informal and formal) and expressions of dissatisfaction with the service
  • Respond to customers within our published service standards, both verbally and in writing.
  • Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey
  • Ensuring outstanding administrative support across all areas of the Directorate to support the customer journey
What you will need to succeedWe are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will:
  • Have previously worked in the housing sector and have some ombudsman experience (desirable)
  • Have experience working in a customer service environment and complaint handling
  • Have advanced IT skills and literacy, use of CRM systems, use of spread sheets
  • Excellent communication and organisation skills
The offerOur Life@One benefits offer you an array of perks designed with your wellbeing in mind.
  • Salary: £29301 - £29600
  • Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
  • Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
  • Looking forward to your big bucket list trip You can buy or sell up to five days annual leave each year.
  • Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.Well done!

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