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Customer Experience Coordinator

Reed Talent Solutions
Job LocationLondon
EducationNot Mentioned
Salary£29,301 - £29,600 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We 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.We are part of Riverside, a group of complementary businesseswith a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.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 people’s lives, each and every day.Join our Customer Services team as aCustomer 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.We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising NeighbourhoodsThe roleWe have a fantastic opportunity for someone to join us in the position of Customer Experience Coordinator in Camden, London.Location:Hybrid working (attendance is required at One Housings Head Office in Camden at least three days per week)Salary:£29,301 - £29,600Hours:35 per week, Monday to FridayYour responsibilities will include:

  • Work as part of a small team to manage the Property Services complaint process and collaborate with colleagues to ensure complaints deadlines are met.
  • Manage the complaints tracker.
  • Support with the sending out of complaint responses.
  • Support with writing complaints to match the corporate style and ensure compliance with Ombudsman guidance.
  • Project work as required for complaints and the Ombudsman.
  • Call and email customers to discuss complaints.
  • Support colleagues to complete outstanding actions from complaints.
  • To assist in implementing the strategic benefits in reducing complaints and concerns, embracing the CRM to deliver positive meaningful and measurable customer experiences in Property Services.
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 experience with handling complaints
  • Be passionate about social housing and have previously worked in the sector
  • Have Ombudsman experience (desirable)
  • Have proven excellent communication skills, both verbal and written
  • Be confident using CRM systems and spreadsheets
  • Be highly organised and take a pro-active approach to your work
The offerOur Life@One benefits offer you an array of perks designed with your wellbeing in mind.
  • Salary: £29,301 - £29,600
  • 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! With our colleague recognition programme, you will know when you’ve done a #greatjob.Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you takeyour career to the next level.

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