Complaints Handler- Social Housing/Property Services (Temp Ongoing)

West London/Middlesex, UK- Feltham- TW14 Complaints Coordinator - Social Housing (Temp to Perm) One of our leading social housing clients are looking for a Complaints Coordinator for their offices based in West London/Middlesex Office on a temp ongoing contract. The role will sit within the Customer Service Centre .The Centre will be responsible for providing excellent customer facing front line services through a variety of channels and technology. The Customer Service Centre will deliver a pro-active and positive customer experience and resolve a broad range of enquiries at first point of contact Principle Outputs and Responsibilities: 1. To be a customer service champion supporting relevant departments across with informal complaints resolution and root cause problem solving and nurturing a continuous improvement culture across the business. 2. Manage formal customer complaints and Members Enquiries for the Repairs and Maintenance Service using a case management approach to resolve the issue and stop it happening again whilst ensuring timescales and deadlines are adhered to 3. Access and resolve a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact. 4. To utilise, promote and improve customer services through a range of channels and technology solutions (calls, emails, social media, live chat etc) to communicate with customers. 5. To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered to our customers 6. Proactively contribute to the reputation of our client that all customer contact channels and provide customer service in a professional friendly and empathetic way. Take ownership of matters 7. Where required support the Repairs and Service Enquiries Team with any customer contact demand that cannot be met. 8. Achieve all personal or business objectives, measures or targets, service level agreements or quality standards to maximise customer satisfaction 9. To use necessary business systems in an appropriate way to record information relating to enquiries, transactions and complaints in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers. 10. To provide support to the line manager or any other manager within the Customer Service Centre through any delegation of tasks. 11. To represent the organisation in a professional and appropriate manner always. 12. Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre. Knowledge, Skills and Experience : Demonstrate a good standard of numeracy and literacy. · Excellent customer care and communication skills both oral and written. · Possessing resilience. · Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels.· IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems. · Self-motivated, assertive and confident. Experience working in a customer care environment where interpersonal communications using a variety of channels has been a key element. · Knowledge of the housing, property management, repairs and/or maintenance sector is desirable · Track record of problem solving. Experience in using customer contact management systems and customer relationship management software Social housing, property services or local authority experience/understanding is highly desireable for this role alongside experience in complaints. You will ideally be fully computer literate and be familiar with Microsoft packages inc.Word,Excel and Outlook. Excellent telephone etiquette is key for this role. This is a temporary ongoing role initially but may go permanent thereafter due to demand. Working hours are Monday-Friday 35 hours per week. Flexi Hours are available. Paying up to £(phone number removed) PA DOE . This is an immediate role and our client will be running interviews ASAP with a view to having someone in place by late August 2020