Customer Contact Officer - Birmingham, United Kingdom - Trident Group

Trident Group
Trident Group
Verified Company
Birmingham, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

REF/ 33038
Customer Contact Officer

Holliday Street

  • Birmingham
£26,332.09 per annum

37.5 hours per week

Permanent


Trident Group has over 60 years' experience of delivering homes, services and innovation for up to 8,000 people in over 3,400 homes in some of the most disadvantaged communities in the Midlands.

It employs more than 850 staff, works with many volunteers and provides training places and apprenticeships as part of the employment package.

The Group has an annual turnover of more than £34m and owns assets close to £186m.

The Group consists of;

  • Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
  • Trident Reach, which is a registered care and support charity providing services to those who are homeless or at risk of homelessness, and those who have been victims of domestic abuse across all age groups across the Midlands.

About the role


To provide an effective frontline Customer Contact Service and support to the property services department in the delivery of an efficient and effective customer focused repairs and maintenance service.


Key Responsibilities

  • To provide administrative support to other teams where necessary.
  • Always ensure consistent and proactive approach to role, carry out other duties as and when required in order to maintain an efficient operation of all aspects relating to the needs of the team and organisation.
  • Provide effective frontline customer service to all to all Trident's customers including, face to face handling of all incoming telephone calls, postal and banking duties.
  • Logging of gas service, day to day repairs and voids, including M&E request repair cases.
  • Booking appointments, re raising appointments where necessary, creating follow on cases following surveyor visits.
  • Coordinate scheduling and repair requests for the department, including updating and managing the status of work orders on CRM and managing Opti Time for accurate Engineer monitoring.
  • Effective handling of calls including logging of cases and providing correct advice and sign posting. And making referrals to specialist services when necessary.
  • Ensuring all relevant invoices received are issued, checked, coded and recorded accurately.
  • Coordinate scheduling requests for the responsive Gas and Voids team, including updating the voids spreadsheet, raising cases using CRM and distributing jobs to the Responsive/ Voids team.
  • Liaising with the Maintenance, Gas, Estates and Caretakers team. and, external contractors. Ensuring accurate records are maintained and purchase orders are issued when required.
  • Process repair orders and appointments with operatives and contractors to assist with meeting targets. Liaise with customers to arrange appointments
  • Provide daily contact administrative support in relation to delivery of external repair and service maintenance records.
  • Carry out customer surveys to ensure satisfaction with the repairs and maintenance service and participating in consultation events when necessary.

About you

  • Effective interpersonal skills to enable relationships to be built at all levels.
  • Able to prioritise and use own initiative.
  • Effective oral and written communication, with the ability to write concise. Coherent reports.
  • Able to work effectively as part of a team.
  • Able to identify and develop better ways of working to improve the delivery of services.
  • Have a systematic approach and be able to cope with high volume repetitive tasks.

Applying


All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.

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