Customer Liaison Officer - Peterborough, United Kingdom - ACCENT housing

ACCENT housing

Verified Company

Peterborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Part time

Description

Who are Accent?

We own almost 20,400 houses across the North, East and South of the country and they are homes to over 41,000 of our customers.

We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older, or more vulnerable - our customers always come first.

Accent residents, customers, and colleagues come from a diverse range of backgrounds, which we embrace and celebrate.

About the Role and Person

20 hours per week
Permanent

Whilst we have key responsibilities and these can be found in the job description, there are certain things we will need from you:

Contribute to achieving national key performance indicators in the areas of Property Services Customer Satisfaction through the delivery of excellent customer experience.
Assist in the collation of customer satisfaction surveys and Net Promoter Score for Operations. including administration, recording of data, and collating reports to inform the relevant teams.
Take ownership and lead on the resolution of customer informal and formal complaints relating to the Repairs & Maintenance service ensuring timely responses in line with published timescales and daily tasks are complete.
Liaise with customers, colleagues, and contractors to proactively seek resolution to prevent escalation of complaints.
Be a point of contact for customers throughout their complaint journey, ensuring customers are contacted as per the customer complaints policy.

Your core role and focus in this role is to contribute to the delivery of an excellent Repairs & Maintenance service to our customers through close liaison with customers, colleagues and contractors.

You will need to be highly motivated, with a passion for problem solving and confident communicating with customers to ensure service standards are met or exceeded.

For a full job description of this role please click here
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Location

Salary

The spot salary for this post is £26,250 (FTE) per annum for applicants who fully meet the requirements of the post.

Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.

What will you get from us?
In addition to a competitive salary and agile working, we also have a focus on employees' development.

We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.

You'll also receive:

28 days paid holiday (prorata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
Access to "Hapi" benefits app with multiple discounts.
Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion).
Employee Assistance Programme.
A choice of salary based contributory pension schemes, each offering life assurance cover.
Auto enrolment employer and employee contribution 4%
Pension scheme employer contribution 16.4%, employee contribution 7.5%

If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.