Customer Experience Co-Ordinator page is loaded
Customer Experience Co-Ordinator
Apply locations Sunderland time type Full time posted on Posted 2 Days Ago time left to apply End Date: April 6, 2025 (9 days left to apply) job requisition id JR100253
We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We invest millions of pounds every year to keep our existing homes safe and decent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes to rent in Sunderland. We'd love for you to join us achieve our vision.
Salary : £29,224.00
Job Description:
We currently have a rare opportunity for an experienced Customer Experience Co-Ordinator to join Gentoo’s Asset Property Investment team. This is your chance to be part of an exciting chapter as we embark on our ambitious 5-year investment journey, transforming the lives of our customers and enhancing their homes.
With over £240 million in planned improvements, we’re committed to delivering high-quality upgrades that truly make a house feel like a home. As a key member of our team, you’ll play a pivotal role in ensuring our customers’ voices are heard, their experiences are exceptional, and their satisfaction is at the heart of everything we do.
Working alongside a team of highly skilled Quantity Surveyors, Project Managers and Asset Delivery Co-ordinators, you will make a difference to our customers' lives. You’ll be at the forefront of supporting and guiding customers every step of the way as planned investment and compliance works are carried out in their homes and surrounding areas.
Your dedication will ensure a smooth and positive experience during these transformative improvements, bringing real value to our customers and their communities. You will liaise with contractors, stakeholders and colleagues, working across multiple schemes to ensure everything runs smoothly. By fostering strong collaboration.
The role will ensure effective liaison with various Contractors, stakeholders and colleagues across a number of schemes to ensure a seamless, customer-focused service is delivered to Gentoo’s customers during planned works programmes.
Key responsibilities will include:
1. Act as the primary customer representative across multiple schemes, working with Property Services, Gentoo’s contractors, and their engagement teams to foster personalised relationships and address individual needs effectively.
2. Deliver excellent customer service that meets and exceeds their expectations.
3. Ensure continuous and effective communication from Gentoo’s contractors with customers throughout all planned works, working collaboratively to provide a seamless, customer-focused journey.
4. Resolve customer issues promptly by liaising with delivery teams and Gentoo’s contractors, challenging actions when necessary, and ensuring resolutions meet customers’ satisfaction.
5. Attend and actively contribute to consultation events, operational meetings, and onsite discussions.
6. Uphold the principles of the Gentoo Customer Charter, ensuring all colleagues and contractors adhere to its standards.
7. Work collaboratively with Principal Contractors ensuring continued improvements are actively identified and implemented and service levels are monitored ensuring agreed standards are being achieved.
8. Work collaboratively with the Investment Support Co-Ordinator to resolve any customer issues and ensure their individual needs are met.
9. Take the lead to successfully resolve any “No Access” issues, monitoring the access process, supporting colleagues and principal contractors including holding periodic meetings with relevant stakeholders.
10. Maintain and update relevant IT systems, including Salesforce, to ensure milestones and service-level agreements (SLAs) are achieved.
What we are looking for:
1. A proven track record of delivering excellent customer service from a client perspective, working seamlessly with Principal Contractors.
2. Proactive ownership of your role, demonstrating confidence in managing direct client relationships and partnerships with external Principal Contractors.
3. Strong leadership in customer engagement and communication forums, collaborating with Principal Contractors, the Leasehold team, and other stakeholders.
4. You’ll ensure customers are always at the heart of decisions, prioritizing value for money, quality of work, and respect for them and their homes.
5. Excellent communication and interpersonal skills with the ability to challenge decisions or actions, as well as working within a team and on your own initiative.
6. A customer-focused, solution-driven mindset, with the determination to resolve issues positively and efficiently.
7. The ability to maintain accurate and up-to-date records of customer engagement, interactions, and agreed outcomes.
8. A passion for delivering outstanding customer service, paired with the commitment to consistently achieve exceptional performance.
9. Experience in handling and resolving challenging situations with professionalism and composure.
10. Proficiency in using Microsoft Office packages confidently and competently.
Desirable:
1. Previous experience working within a social housing environment is highly desirable.
2. Demonstrable knowledge of the provisions Principal contractors must make for the health and safety considerations for customers during works.
Salary pending April 2025 pay award
Some of our great benefits include;
* 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
* Early finish on Fridays
* Flexible and hybrid working.
* Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
* Access to private healthcare through the Health Cash Plan.
* Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
* Salary sacrifice electric vehicle scheme
* Enhanced family-friendly leave
* Car mileage allowance if you use your personal vehicle for business purposes.
* Life assurance cover to the value of 3 times your annual salary
Working for Gentoo
At Gentoo, we employ more than 1,100 people in more than 200 different job roles. Each one is rewarding and challenging.
We are one of the largest employers in Sunderland and a leading provider of social housing in the North East. We are proud to make a difference in our communities and our customers’ lives.
Our Values, made by colleagues for colleagues.
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