Customer Support Officer
* Location: Barnsley, S70
* Job Type: Hybrid, Full-time, Temporary Contract
* Salary: £14.36 per hour PAYE
Join our team as a Customer Support Officer, focusing on Damp, Mould, and Disrepair issues. This role is crucial in ensuring that our Repairs & Maintenance services are excellent, accessible, and compliant with the Government’s social housing regulatory framework and the Housing Ombudsman Complaint Handling code.
Day-to-day of the role:
* Keep customers well-informed about the progress of their repair and maintenance requests.
* Identify and support the implementation of service improvements within the Repairs & Maintenance service.
* Lead on handling both informal and formal complaints related to Repairs & Maintenance, working closely with the Customer Services Team.
* Address a diverse range of routine and complex queries, comments, and suggestions from customers, taking ownership to resolve issues effectively and efficiently.
* Record, maintain, and monitor the progress and outcomes of complaints, ensuring sensitive data is handled in compliance with GDPR regulations.
* Liaise with service managers to follow up on outstanding actions, including delayed responses or service improvements.
* Produce routine performance data as required by the Repairs and Maintenance Manager.
* Collaborate with the Customer Services and Engagement Team to gather and respond to customer feedback, and facilitate customer focus groups.
* Assist in keeping the website, customer-facing literature, and social media sites up-to-date.
* Identify needs for procedural changes or service improvements based on customer insights, complaints, and suggestions.
* Provide operational support as required by the Repairs & Maintenance team.
Required Skills & Qualifications:
* Strong background in customer service, ideally within a high-pressure environment.
* Experience in handling and resolving complex issues across diverse service areas.
* Knowledge of repairs & maintenance, particularly damp, mould, and disrepair.
* Understanding of current housing issues, including housing law, policies, and practices.
* Ability to work effectively both independently and as part of a team.
Benefits:
* Access to a dedicated consultant for ongoing support.
* Secure and user-friendly online timesheet system.
* Self-service portal for managing holiday requests, payslips, and other employment documents.
* Access to free training, discount clubs, healthcare options, and Reed rewards.
* Inclusion in pension schemes, paid holiday schemes, and maternity benefits.
* Opportunities to work with leading UK employers including local authorities, the NHS, and local SMEs.
To apply for this Customer Support Officer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
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