Customer Service Advisor (Complaints)
Heylo Leeds, United Kingdom Property Management Hybrid
Company Description
Heylo helps aspiring homeowners and renters find a place to call home.
Position
We are looking for a Customer Service Advisor (Complaints) to play a key role in delivering a high-quality complaints and feedback service for Shared Ownership. Working closely with the Customer Service Team Leader, Director of Property Management, and other key stakeholders, you will be the first point of contact for customer complaints and feedback, ensuring timely resolution in compliance with the Housing Ombudsman and the Regulator of Social Housing guidelines.
Your responsibilities will include managing customer concerns, driving initiatives to improve resident satisfaction, assisting in the development of customer engagement activities, and supporting the organization’s goal of achieving 5-star customer ratings.
The ideal candidate will have:
* Experience in a customer-facing role, strong communication and problem-solving skills, the ability to manage multiple priorities under pressure, and proficiency in Microsoft Office.
* A passion for delivering exceptional customer service and a keen eye for detail.
Job Title: Customer Service Advisor (Complaints)
Department: Property Management
Location: Leeds, with occasional travel, including to Chelsea, London
Reporting to: Customer Service Team Leader
Role Purpose
You will play a key role, working closely with the Customer Service Team Leader, Director of Property Management, and the wider business to deliver a quality complaints and feedback service amongst Shared Ownership.
Key Responsibilities and Accountabilities
* Be the first contact point for customer complaints and feedback queries within the organisation.
* Manage customer complaints through to resolution in line with the requirements of the Housing Ombudsman and the Regulator of Social Housing and ensuring internal policies and procedures are followed.
* Ensure that Heylo at all times offers a service standard that complies with the Regulator of Social Housing’s Consumer Standards, the Housing Ombudsman’s Complaint Handling Code, and any applicable regulatory or legislative requirements.
* Assist on the improvement plan towards 5 Star customer ratings, such as Trust Pilot, Google Reviews, and responding to any unsatisfactory reviews.
* Ensure excellent and effective customer service is delivered at all times, across all media types, by efficiently addressing the needs of customers, using active listening skills to diagnose solutions to a wide range of customer problems and queries.
* Assist in the development of improvement plans from feedback received.
* Work closely with colleagues to ensure the successful deployment of innovative technology to improve customer service satisfaction.
* Seek feedback from customers and complete customer surveys, assisting in the collation of data and preparation of reports.
* Assist in planning and delivering customer engagement activities.
* Identify and contribute to areas of improvement across the customer care and wider teams.
* Work closely with the Director of Property Management, Customer Service Team Leader, other senior managers, and all customer-facing colleagues to drive a culture of exceptional customer service within Heylo.
* Work with colleagues to contribute to the development of a customer strategy and charter.
* Assist in implementing initiatives to improve resident satisfaction and engagement.
Requirements
Person Specification Capabilities and Experience
* Experience working in a customer-facing role, driving customer satisfaction.
* Experience of delivering a high-quality complaints and feedback service.
* Excellent communication, interpersonal, organisational, and time management abilities.
* Excellent grammatical and administrative skills and attention to detail, highly efficient in the preparation of documentation.
* Strong multitasking skills and the ability to prioritise conflicting deadlines and varied workload while working under pressure.
* Experience of ensuring compliance with the company policies, procedures, and objectives in carrying out the role.
* Strong IT skills to include Microsoft Office, and the ability to present complex data in an easy-to-understand format, including writing Board reports.
* Some knowledge of Shared Ownership would be ideal but is not essential.
Standard Responsibilities
* Adopt and comply with Heylo values, policies, and procedures, and regulatory frameworks.
No role profile can cover every issue that may arise within the post at various times. The postholder is expected to carry out other duties from time to time, which are broadly consistent with those described. Duties may be changed, after discussion, to suit the operational requirements of Heylo.
Salary and Benefits
Hours of work: Full-time 39 hours per week with the ability to work up to 60 days a year home working. In this role, we expect there to be a degree of travel and flexibility, with some evening and weekend working as necessary. This role will also be a part of an out-of-hours escalation rota.
Holiday: 25 days a year plus English Bank Holidays.
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