You will be responsible for the delivery of an exceptional end-to-end customer journey and be the first point of escalation in the customer journey. The CHL is ultimately responsible for the successful completion of the customer journey and the achievement of our customer satisfaction target. Your part of a team that is the face of Octavia which plays a critical role in keeping our customers happy.
Key Responsibilities
1. Through regular contact, develop and capture an in-depth knowledge of our customers, the communities in which they live and act as an internal and external advocate of resident priorities
2. To develop and maintain positive relationships, and work in close partnership, with internal and external stakeholders to respond to resident priorities
3. Manage and provide advice on a range of tenancy related issues including succession, mutual exchanges, assignments, transfers, enforcement of tenancy obligations and working closely with other teams in ensuring access for gas and emergency repairs and transfers
4. Lead in responding to low-level neighbour nuisance issues which can be resolved through a simple intervention. Assist where specialist ASB investigation Officers are experiencing high demand in the management of low level ASB and Neighbour Nuisance cases
5. Identifies and assists vulnerable tenants both directly and indirectly in close partnership with Octavia's care and support services and/...