Role: Customer Resolutions Co-Ordinator
Hours: 35 hours per week, Monday-Friday
Salary: £22,223-£27,779 per annum (salary offered dependent on experience)
Contract: Permanent
We are looking for a natural organiser with attention to detail and a proactive, customer focussed approach to provide administrative support to our Customer Resolution team and liaise with our customers and contractors.
We support agile working, so you’ll be provided all IT equipment to work flexibly between your home and at our Dartford office.
Who are we?
Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have released our new corporate strategy, so it’s an exciting time to join Moat! This involves being customer pioneers, investing in new and existing homes, putting safety and quality first.
We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2024, based on our employee feedback.
Your key tasks will include:
• Providing administrative support for the Customer Resolution team ensuring that work is undertaken in accordance with Moat’s policies and procedures.
• Communicating with customers via phone, email and in person often regarding complex and sensitive issues, taking ownership and responsibility of enquiries and keeping residents informed.
• Liaising with contractors and other departments to follow up repairs and maintenance works, tenancy management cases, and rent and service charge enquiries.
• Ensuring that the customer experience is positive, professional and within set timescales at all times.
• Collating case timelines and documents for Housing Ombudsman complaint escalations.
• Managing and monitoring Customer Resolution, Housing Ombudsman and MP enquiries mailboxes.
• Effectively utilising Moat’s IT systems, including CRM, to complete administrative tasks across a range of customer resolutions processes.
Person Specification:
• A good standard of education with good written / verbal English and maths.
• An ability to use Microsoft Dynamics, CRM, MS Office suite, Word and Excel for general administrative purposes.
• A problem-solving approach.
• Methodical and reliable with excellent prioritisation and time management skills.
It is beneficial, but not essential if you also have:
• Advanced use of MS Office suite, particularly MS Dynamics, Word and Excel.
• Some understanding of the Social Housing sector and Housing Ombudsman.
To view the full job description, please click here:
In return, you will receive:
A range of benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)
Want to know more about Moat?
Check out our social media feeds!
Twitter: @moathomes
Instagram: @moathomes
Interested in applying? We want to hear from you!
If interested, please apply by 11pm on Sunday 1 December 2024
We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!
Please note, we are no longer accepting CV’s as part of the recruitment process. All candidates must now submit an application form on our Careers website.
Please also note, we are unable to offer sponsorship at this time.
If you require any reasonable adjustments to the recruitment process, please contact peopleservices@moat.co.uk
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .