We are currently seeking an exceptional customer focused Engagement Specialist to join our well established but highly ambitious organisation and deliver a brilliant front line customer service. This is an exciting time to join Catalyst as we embark on an accelerated period of growth and change with a clear plan to push forward the Commercial arm of our business.
Catalyst is one of the leading housing associations in London and the South East, developing homes for both rent and outright sale, and acting as an agent for change within local communities. We are constantly adapting and evolving our services to meet a changing environment and the changing needs of our customers. Catalyst is ‘not just another housing association’; we are fiercely proud of our mission to become the model 21st century provider of homes: applying social and commercial entrepreneurship to tackle social exclusion, and building innovative mixed-tenure communities.
You will act as a case management specialist resolving complaints and providing 1-2-1 contact with our customers across various tenures whilst ensuring that Catalyst addresses issues/problems and delivers outstanding customer services in a timely and effective manner. You will work closely on our new digital platforms to mobilise a constant dialogue and feedback with customer’s, guaranteeing a more dynamic and engaging communication approach. This will include maintaining Catalysts tone of voice across all digital channels and improving the company’s brand through blogs & social communities and consumer forums. As part of this role you will understand the voice of the customer and strive for 1st contact resolution whilst engaging and influencing stakeholders across the business to ensure that customers have access to the right services and outcomes.
The successful candidate will have developed questioning and listening skills and an ability to communicate with both empathy and clarity across a range of digital platforms. It is essential that you have demonstrable experience of complex cases and difficult customers and of delivering customer service excellence within a fast paced and target driven environment. You will also need to be able to demonstrate the ability to flex to different audiences, adapting your writing style for different digital platforms and engagement methods to different types of customers. You will also need proven organisational and administration skills and the ability to effectively manage conflicting priorities.
The role requires a basic DBS check.
We recognise that our success lies within our people so if you have the ambition, skills and experience we are looking for, you are inspired by our vision and you believe you can make a difference we’d love to hear from you.
If you have the relevant skills and experience for the role and would like to apply, please email your CV and supporting statement to: email@example.com.
Closing date: 22nd May 2017