Fixed Term Contract, Full Time (12 months)
(37 hours per week)
We are currently seeking a Customer Care Coordinator to join our Customer Service Centre.
In this key role you will play a crucial role in helping us meet our promises to customers. Your main objective is to resolve escalated queries to improve customer experience and prevent complaints.
Other Responsibilities:
* Serve as the next point of contact for unresolved queries from Contact Centre Advisors, processing a high-volume of customer queries.
* Own complex and high-risk customer issues through to resolution
* Liaise with multiple teams and contractors to get answers for customers and make necessary arrangements, including booking appointments.
* Proactively reach out to customers via email, text, phone, and letter to provide updates and solutions in a timely manner.
* Consistently develop a rounded knowledge of housing, repairs, and related services to advise customers in line with the Thrive Deal (our service standards).
* Escalate issues for out-of-policy decisions or senior attention to prevent complaints.
* Provide solutions or compensation to fix problems and prevent them from becoming complaints.
* Monitor progress of actions, reminding teams where necessary, to ensure commitments are met and accurately recorded.
Requirements:
* Customer focused with excellent communication skills to liaise with teams, contractors and customers alike.
* Strong working knowledge of residential property maintenance & repairs.
* Organised and deadline driven.
* Skilled in using Microsoft applications (Outlook, Excel) and CRM and scheduling systems (full training provided).
* You will have a proven track record of our key deliverables, achieved through experience or education.
* Your ability to role model our core behaviours is as important as technical expertise.
* You must be able to support a culture founded in trust and respect for everyone.
Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.
Closing date: Wednesday 23rd April 2025
Interviews: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
INDLOW