Customer Care Administrator
Customer Care Officer - Renfrewshire - Salary up to £30,000
CBW have a new opportunity for a proactive and empathetic Customer Care Officer to act as the primary point of contact between our construction teams, tenants, housing associations, and subcontractors.
The successful candidate will have strong experience in customer service and complaint resolution, particularly in a housing or construction-related environment.
Key Responsibilities
* Act as the main liaison between tenants/residents and the construction team throughout the duration of works.
* Respond promptly and professionally to tenant inquiries, concerns, and complaints, providing clear communication and timely updates.
* Schedule and coordinate access for construction works, ensuring minimal disruption to tenants.
* Maintain accurate records of all communications and issues raised by tenants and stakeholders.
* Work collaboratively with site managers, housing officers, and subcontractors to resolve issues efficiently.
* Support the project team with administrative tasks related to customer service, such as preparing notices, appointment letters, and satisfaction surveys.
* Monitor customer satisfaction levels and assist in implementing improvements where necessary.
* Attend resident meetings and community events as required to build positive relationships with stakeholders.
Requirements
* Proven experience in a customer service or complaints handling role, ideally within housing / construction
* Excellent communication and interpersonal skills, with the ability to remain calm under pressure.
* Strong organisational and time management skills.
* Ability to build rapport and maintain positive relationships with diverse stakeholders.
* A proactive approach to problem-solving and a strong sense of empathy.
* Competent in Microsoft Office and customer service management systems.
Desirable
* Knowledge of housing association practices and social housing legislation.
* Experience working on refurbishment or planned maintenance projects.
Benefits
* Competitive salary
* 22 days annual leave + bank holidays
* Pension scheme
* Training and development opportunities
* Supportive and inclusive team culture