Customer Feedback Co-ordinator - Manchester, United Kingdom - Great Places Housing Group

Great Places Housing Group
Great Places Housing Group
Verified Company
Manchester, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Salary:
Circa £27,000


Job Type:
Full Time, Permanent


Location:
Head Office


Benefits:

Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.


What is the role?

Reporting to the Customer Feedback Manager, the Customer Feedback Co-ordinator will act as the main contact for customers wishing to pass on feedback.

You will oversee, record, investigate and respond to complaint cases received by the Group.

The role involvesliaising between the customer and service teams, ensuring that all customers are treated fairly and the appropriate remedies and resolutions are agreed in line with the Customer Feedback policy, the Housing Ombudsman Complaints Handling Code and Great Places'values.


What you'll be doing

The Customer Feedback Co-ordinator role involves ensuring that complaints andcompliments are captured and recorded in the complaints database and they will act as a point of contact for service area colleagues supporting with complaint investigations.

Youwill act as a key point of contact for customers and ensure they are kept up to date and informed about the customer feedback process.

The Customer Feedback Co-ordinator will monitor and track complaint cases from 'end to end', to ensure Great Places is compliantwith the Customer Feedback policy and will monitor and report on the number and type of complaints received on a weekly basis.

The role requires collaborative working with the Head of Customer Voice and the Customer Feedback Manager to produce a number of Customer Feedback reports to raise awareness of lessons learned from complaints, service improvements and best practice measuresthat could be introduced following customer feedback.

You will co-ordinate and respond to cases that are progressed through the Customer Feedback policy and those that are escalated to the Housing Ombudsman and will monitor satisfaction with the Customer Feedback service when complaints are closed.

The role requires maintaining a database for compensation allocated to complainants and supporting all colleagues with the complaints process, and the use of the complaint data.


What you'll need:


  • Experience of working in a customer focused environment, with proven ability of delivering a high standard of customer service
  • Excellent communication, organisational and prioritising skills and the ability to timemanage your work load
  • Ability to work independently, using your own initiative to achieve positive outcomes
  • The ability to build effective relationships with colleagues and other stakeholders
  • The ability to complete tasks in an accurate and timely manner when working to specific deadlines
  • Effective written and verbal communication
  • Experience of maintaining accurate records and in producing clear and concise reports for colleagues at all levels
  • Possess effectiveproblem solving skills and be resolution orientated
  • The ability to develop and project a positive image of Great Places personally, in writing and verbally
  • Professional and value led with integrity, inclusivity and respect for diversity
  • Ability to work flexibly
REF-202397
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