Our mission and values
Our Purpose
heylo helps aspiring homeowners and renters find a place to call home.
Our Mission
Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully, and commitment to acting with integrity.
Our Vision
To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric.
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.
Job Title: Customer Service Advisor (Complaints)
Department: Property Management
Location: Leeds, with occasional travel, including to Chelsea, London
Reporting to: Customer Service Team Leader
Direct reports: None
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.
This is a pivotal role in delivering high quality complaints and feedback service, ensuring industry leading resident satisfaction, and contributing to the organisation’s mission: ‘Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity’.
Key Responsibilities And Accountabilities
1. Be the first contact point for customer complaints and feedback queries within the organisation.
2. Manage customer complaints through to resolution in line with the requirements of the Housing Ombudsman and the Regulator of Social Housing, ensuring internal policies and procedures are followed.
3. 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 other applicable regulatory or legislative requirements.
4. Assist on the improvement plan towards 5 Star customer ratings, such as Trust Pilot, Google Reviews, and responding to any unsatisfactory reviews.
5. 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.
6. Assist in the development of improvement plans from feedback received.
7. Work closely with colleagues to ensure the successful deployment of innovative technology to improve customer service satisfaction.
8. Seek feedback from customers and complete customer surveys, assisting in the collation of data and preparation of reports.
9. Assist in planning and delivering customer engagement activities.
10. Identify and contribute to areas of improvement across the customer care and wider teams.
11. 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.
12. Work with colleagues to contribute to the development of a customer strategy and charter.
13. Assist in implementing initiatives to improve resident satisfaction and engagement.
Person Specification Capabilities And Experience
The candidate will have:
1. Experience working in a customer-facing role, driving customer satisfaction.
2. Experience of delivering a high-quality complaints and feedback service.
3. Excellent communication, interpersonal, organisational and time management abilities.
4. Excellent grammatical and administration skills and attention to detail, highly efficient in the preparation of documentation.
5. Strong multitasking skills and the ability to prioritise conflicting deadlines and varied workload while working under pressure.
6. Experience of ensuring compliance with company policies, procedures, and objectives in carrying out the role.
7. Strong IT skills to include Microsoft Office, and the ability to present complex data in an easy-to-understand format, including writing Board reports.
8. Some knowledge of Shared Ownership would be ideal but is not essential.
The candidate will be able to:
1. Demonstrate experience of effectively managing, motivating and inspiring teams, focusing them on successful outcomes, and working across multi-disciplinary teams.
2. Demonstrate experience of driving customer engagement activities and satisfaction.
3. Demonstrate experience of working collaboratively with multiple internal teams and external partners.
4. Demonstrate an understanding of Shared Ownership customer expectations and perspective of a landlord's performance.
5. Relate to and work collaboratively with a wide range of people including senior colleagues.
6. Able to work independently on own initiative.
7. Adopt a flexible approach to meet business needs.
Standard Responsibilities
1. 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.
Organisational Competencies
We want to make Heylo a great place to work and a great organisation that really delivers for its customers. Our values guide how we work, every day. Everyone within the organisation is expected to demonstrate the following:
Innovation – We will always be striving to improve the quality of our execution to improve our service to our customers and our returns for our business.
Results focused – We enjoy providing affordable housing for highly satisfied customers leading to dynamic growth and sustainable profitability for our business.
Collaboration – We work together as a team and communicate effectively with our partners, customers and stakeholders.
Integrity – We will act with honesty and aim to meet the highest ethical standards in our dealings with our colleagues, customers and stakeholders and in full compliance with our regulatory obligations.
Respect – We support each other and value the contribution and ideas of others.
Salary And Benefits
Salary: £25,000
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
For full details of the benefits we offer, see here. #J-18808-Ljbffr