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