What you’ll be doing
* Completing pre-entry surveys and joint inspections with our contractors in advance of investment works, such as replacement windows, bathrooms and kitchens
* Arranging consultation events with customers and contractors
* Supporting customers by resolving complaints and responding to queries related to investment works in a well-coordinated, effective and responsive manner
* Supporting the surveying team in the effective delivery of the planned maintenance works and being the main customer point of contact representing Great Places
* Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible
* Supporting our customers’ needs and provide advice and guidance about appropriate services and referral routes, signposting to trusted partners agencies and service providers
* To record information and update systems with survey data and ensure that all data is stored in accordance with GDPR
* Attend and contribute to pre-contract and progress meetings
What you’ll need
* Experience of working in a dynamic customer focussed environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer complaints and requirements
* Competent using Office 365 (compiling letters / reports / small spreadsheets)
* Excellent communication skills (written, verbal and at all levels)
* Knowledge of social housing
* Attention to detail
* Good written and verbal communication
* Experience and understanding of safeguarding
* Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check
What we need from you
* Ability to complete tasks in an accurate and timely manner when working under pressure
* Effective liaison with contractors / other stakeholders to give information / find information / resolve problems
* Organisation and good time management skills
* Able to deliver a high standard of customer service
* An understanding of the issues faced by people and families out of work or on low incomes
* Flexible approach and a can do attitude
* Proactive in identifying issues before they reach a complaint stage
* Full driving license and use of a vehicle
* Commitment to work in partnership with others for the benefit of Great Places.
* Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
* A passion for customer service
* You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects
* A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
* A passion to advocate on behalf of people and communities
What we give you in return for your hard work and commitment
* Pension | DC Scheme (up to 10% contribution from both colleague and Great Places)
* WPA | Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
* The Market Place | High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
* Annual Leave | Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
* Savings Club | You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
* Reward & Recognition | You Count Rewards are individual reward’s for going ‘above & beyond’
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work
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