Customer Solutions Officer
Temporary
£11.61 per hour
Monday- Friday (35hpw)
TEM7597
Our client is looking for a Customer Solutions Officer to join them asap on a temporary basis
Purpose of the Job
The Customer Solutions Officer is the first point of contact between the Group and its customers, providing a high-quality customer service, which is fair and sensitive in accordance with the Groups’ policies, procedures, and Customer Service Standard.
Your Responsibilities will include:
Responsible for providing a high quality personalised front-line advice, assistance and support service to tenants, members of the community and suppliers, across various communication platforms.
Establish and continue to build effective working relationships with internal departments, having a breadth of knowledge and understanding of their day-to-day practices, to ensure that the needs of the customer are met, and services are promoted.
Assist with taking rent, recharge, court costs and service charge payments. Setting up payment plans and direct debits.
Process reactive repair requests in line with the Group’s policies and procedures, troubleshooting and liaising with the tenant to get a detailed description of the problem. Responsible for deciding whether repair requests should be completed, refused, or recharged.
Accountable for providing basic advice and assist customers regarding all aspects of tenancy management including lettings, rent arrears, benefits, and neighbourhood nuisance.
Develop knowledge and understanding of the principles of tenant participation and bring forward suggestions to improve tenant involvement.
Support the Head of Customer Services to improve Customer Service across the Group, by recording and actioning tenant feedback.
Assist the Finance department by processing supplier invoices and producing purchase orders for payment in a timely manner
Accountable for deciding whether low level compensation and goodwill payments should be made.
Co-ordinate correspondence from tenants, public or other agencies with regard to complaints in accordance with the set response times.
Assist the Head of Customer Services with the periodic review of the department’s policies and procedures.
Assist the Head of Customer Services and other departments by completing a variety of administrative duties.
As a valued employee you will be accountable for:
Keeping abreast of legislative developments affecting your area of work and undertaking training and continual professional development to keep up to date with the role and its changing requirements.
Being aware of your responsibilities under the Health and Safety at Work Act and other safety regulations and ensure that safe working practices and procedures are always adopted.