Are you passionate about providing excellent customer service?
We’re looking for an experienced Customer Service/ Complaints Assistant who has experience of administrating complaints and understands the importance of being customer centric. You’ll be a good communicator who actively listens and who is confident supporting customers over the phone and face to face. Alongside this you’ll need excellent written skills, being able to clearly articulate complaint outcomes to customers. You’ll be empathetic, organised and have good attention to detail.
You’ll be responsible for:
1. Administering and coordinating customer complaints.
2. Managing compensation requests.
3. Overseeing the process for Ombudsman, Councillor and MP enquiries.
4. Handling a wide range of customer interactions, so you’ll be good at quickly building relationships with customers.
5. Reporting on the number of complaints received and closed, the types of complaints received and the outcomes.
6. Helping out on Reception, dealing with general enquiries in person or on the phone as part of the Customer Service Team.
Previous experience of working in a regulated industry would be beneficial but not necessary.
The Pioneer Group is a small Housing Association that puts our Community at the heart of everything we do and this role provides an opportunity to make a positive impact on the day to day lives of our colleagues and tenants.
With excellent terms and conditions and a permanent position, you would be working for a company that is committed to investing in our people.
We offer a fantastic benefits package which includes:
1. 29 days basic annual leave (full time) + Bank Holidays.
2. A commitment to safety and wellbeing including access to a Bupa Health Cash Plan which provides discounts on gym membership, sports equipment and days out, as well as reimbursement on NHS prescription charges, eye tests, dental care and physiotherapy.
3. A commitment to work life balance through our Agile/flexible working principles.
4. Family Friendly policy with enhanced benefits.
5. Learning and Development opportunities.
6. Internal coaching and mentoring opportunities.
7. Staff social events.
We also offer mentoring and coaching, wellbeing champion new starter Buddy as part of your probation and opportunities to shadow other departments.
The Pioneer Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of background and cultures. We value and respect individuality and engage a culture within our organisation where people can thrive and be themselves. We also make sure employees are valued for their strengths and experiences. Everyone who either applies to or works for the organisation is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.
For an informal discussion about the role, please contact Carmen Radway Customer Service and Complaints Manager – carmen.radway@cvch.org.uk
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