Contract Type: Fixed Term 12 months
As part of our Service Delivery commitment at Lewes & Eastbourne Councils we aim to make every interaction with residents and customers the very best experience it can be. We created a Customer Experience Team in 2019 which operates within Homes First (our joint Housing Services) to provide an efficient, professional, friendly and responsive service to a range of internal and external customers.
We are now looking for a proactive and customer focussed Customer Experience Caseworker to join this ambitious and high performing team on a part-time basis (18.5hrs/week) for a fixed term of 12 months.
In this role, you will be the first point of customer contact in respect of complaints and enquiries about services provided by Homes First, providing excellent customer service in acknowledging the complaints, understanding their nature and identifying potential solutions.
You will own and pro-actively manage a varied case load of MP Enquiries, Subject Access Requests, Housing & Local Government Ombudsman enquiries and data requests, resolving them where possible or co-ordinating responses through the relevant team or contractor.
To succeed in this role, you’ll need to use your excellent communication skills to pro-actively manage relationships with colleagues, customers, contractors and other stakeholders through regular, timely and professional written and verbal communications.
Whilst working knowledge housing and homelessness would be advantageous, your ability to contribute to maintaining and enhancing our reputation with a range of customers, stakeholders and partners will be key.
In return, you will be valued, trusted and empowered to put our customers at the heart of what we do and we will provide a creative environment where you can flourish and feel comfortable expressing your ideas and confident of receiving support to develop those ideas.
For an informal discussion about this role, please contact Monita Le Roux on 01273 085412 or email Monita.firstname.lastname@example.org.
Closing date: noon 16 April 2021.