Job Title: Customer Resolution Officer (Enquiries)
Location: Customer Experience (Operations), Colindale
Hours: 37.5 per week
Over the past year we have changed the way we provide services so that it is easier for our housing customers to get what they need from us, including through equipping our Customer Contact team to assist with a wider range of enquiries at first contact. To further improve customer experience, including through improved management of escalated enquiries and issues, we are creating a Customer Resolution team.
The Customer Resolution team will have two Customer Resolution Officers who lead on responding to customer enquiries received by email or through our websites. They will also lead on leaseholder pre-assignment enquiries and proactively helping customers who have escalated enquiries and issues. The key purpose of these roles is to provide an excellent service to customers by resolving their requests in a way that is responsive and good quality, minimising issues. The Customer Resolution Officers will also play a key role in expanding the range of enquiries that the Customer Resolution Team assists with and once introduced, they will assist customers across new communication channels such as web chat and social media.
We are looking for people who:
- have excellent customer service skills with the ability to assist customers with a range of enquiries across different channels including email, always communicating in a way that is clear, helpful and effective
- want to continually improve customer experience including through helping customers with as much as possible, and are enthusiastic about learning new processes and areas
- are proactive and effective problem-solvers – working collaboratively with others to address issues for customers and always keeping customers updated about progress
Closing date: 1 October 2021
Interview date: TBC
You will receive a Flexible benefit allowance of 5% of your base salary. Flexible benefits are hosted by AON and will allow you to choose from a variety of benefits.