Naukrijobs UK
Register
London Jobs
Manchester Jobs
Liverpool Jobs
Nottingham Jobs
Birmingham Jobs
Cambridge Jobs
Glasgow Jobs
Bristol Jobs
Wales Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Customer Complaints Coordinator Housing Management

Homes for Haringey
Job LocationHaringey (London Borough)
EducationNot Mentioned
Salary£39,774 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Salary: PO4Location: Haringey, North LondonContract: 6 months (fixed term)About the roleWe are offering an excellent opportunity for a customer focussed senior officer to work closely and effectively as part of the tenancy management team, managing complaints and customer concerns and supporting tenancy officers. The role involves providing a model of first-rate leadership behaviour to achieve service excellence, driving forward continuous improvements, and reviewing policies and process to create a modern service in response to the organisation’s requirements.The role requires an expert in tenancy management and overall housing management law which will be used to review and advise teams on complex matters, review current policies in place and implement and recommend changes that reflect new ways of working, best practice and legislative changes. You must be able to proactively review and ensure that all team complaints and responses to Ombudsman queries are effectively managed, learning developed and complex casework resolved in a timely manner working across teams to introduce new ways of working that adequately prevent re-occurring problems.About youYou will deliver on our refreshed vision on knowing our customers and caring for them and treating them with empathy; resolving problems promptly.You will be passionate about customer service and committed to providing an excellent customer experience for our customers.You will be able to think like a customer and respond in plain English when speaking to customers and writing to them.You will be able to communicate effectively to inform and influence at all levels.The ideal candidates will be self-motivated and proactive, displaying ambition and commitment to service excellence, demonstrate an ability to achieve improved performance, particularly in relation to recognising and meeting customer needs, excellent organisational and planning skills and the ability to deal effectively with competing demands.Responsibility:

  • To proactively review and ensure that complaints, Member and MP’s Enquiries, Data Protection Act Subject Access requests, Freedom of Information requests, and responses to Ombudsman queries are effectively managed, learning developed, and complex casework resolved in a timely manner. Working across teams to introduce new ways of working that adequately prevent re-occurring problems.
  • To ensure that tenancy management have a clear learning from complaint culture, providing information on patterns and trends, advising on changes to business systems and processes to reduce complaints.
  • To work closely and effectively as part of the tenancy management team providing a model of first-rate leadership behaviour to achieve service excellence, driving forward continuous improvements, developing policies and process to create a modern service in response to the organisation’s requirements.
  • Be responsible for handling of sensitive complaints ensuring timely resolution and appropriate stakeholder engagement throughout the process. Ensure all customer responses and interactions are of high standard.
  • Raise awareness of improvements to operational handling of complaints by identifying of service failures and learning.
  • To represent the service positively and professional at all levels, and delivering excellent, person-centred customer services using feedback to effect improvements.
  • To demonstrate the right behaviours that support our values, and ensure they treat colleagues, managers, residents, stakeholders, and partners in a respectful manner
  • To effectively manage any delegated budgets in line with Homes for Haringey’s policies and procedures
  • Provide effective leadership, support, and motivation to staff in any team reporting to you from time to time. Ensure staff are recruited, trained, managed, appraised, supported, and developed in accordance with internal and statutory procedures in an effective and sensitive manner.
    • Experience and Skills
  • Significant experience in customer service management, ideally complaints
  • Experience of analysing and interpreting data and/or information to identify and implement improvements to service delivery
  • Experience of managing investigations, resolving, and responding to serious complaints
  • Experience of problem solving and finding solutions to difficult situations
  • Experience in leading on and implementing a customer focused approach
  • Experience in social housing
  • Ability to achieve improved performance, particularly in relation to achieving excellent services to customers by resolving complaints
  • Ability to think like a customer and respond in plain English - spoken and written.
  • Ability to analyse information, situations and issues and produce effective and pragmatic solution
  • Ability to write clear and effective reports, letters, and briefing document
    • About usHomes for Haringey is a fully fledged Arm’s Length Management Organisation (ALMO) of the London Borough of Haringey. We are firmly committed to working collaboratively toward building a spirit of team working and a supportive one culture in which innovation is encouraged and individuals can thrive. We are committed to developing our employees and provide a wide range of learning and development opportunities, flexible working, generous leave entitlement, and access to the Local Government Pension Scheme.You will need to provide a CV and a Supporting Statement to be considered for this vacancy.The closing date for completed applications will be: 14/10/2020 Required skills
  • Customer Complaints
  • Customer Service
  • Social Housing

    • Keyskills :
    Customer Complaints Customer Service Social Housing

    APPLY NOW

    Customer Complaints Coordinator Housing Management Related Jobs

    © 2019 Naukrijobs All Rights Reserved