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Join to apply for the Customer Experience Officer role at Trident Group – UK
This range is provided by Trident Group – UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
REF/ 108093
Customer Experience Officer
Holliday Street, Birmingham, B1 1SJ
£27,933.08 per annum
37.5 hours per week
About The Role
We are recruiting for a Customer Experience Officer, within our Customer Experience Service. The main purpose of the role is to lead in the administration of an effective complaint handling and resolution service to all Trident Group customers, in line with the organisation's complaints policy & procedure, compensation policy and the Housing Ombudsman's Complaint Handling Code.
If you feel ready for a challenging role that will make a real difference to the services our customers receive, we want to hear from you!
Key Responsibilities
* Be the first point of contact to assist and provide expert advice on complaints handling, communicating professionally with complainants and their representatives.
* To record and maintain accurate records for the high volume of often complex customer complaints (across multiple communication channels), that arise daily, ensuring that complaint cases are opened, information is saved to the case and response timescales are adhered to.
* Effectively utilising our housing management system and resources to maintain comprehensive and accurate records to provide Key Performance Indicators and satisfaction measures to our internal and external stakeholders that will drive forward the delivery of outstanding services to our customers.
* Liaising with colleagues across the organisation to ensure a resolution-focused approach is adopted that is supported by invites to weekly complaints meetings, learning and development opportunities and effective information-sharing.
* Delivering accurate information to customers and reports to the business, preparing for and supporting at Complaints Meetings, Complaints Panel meetings and learning and development opportunities.
* Ensure that satisfaction surveys are completed when a complaint is closed and support with the reporting of Tenant Satisfaction Measures monthly, quarterly and annually
The benefits;
* 34 days annual leave, plus the option to purchase up to 5 additional days
* Birthday leave
* New Home leave
* Life assurance (3 x salary)
* Employee Assistance programme
* Employee Wellbeing programme
About You
* You will have experience of complaint handling and carrying out a range of administrative responsibilities.
* Good working knowledge of housing legislation, regulatory requirements, Consumer Standards, Charter for Social Housing, Residents and Customer Engagement Strategies and the Housing Ombudsman’s Complaint Handling Code.
* You will have a keen interest in social housing and be motivated to deliver an outstanding service that is person-centred, responsive and transformational.
* It is essential that you have good communication skills and a ‘can do’ approach to working positively with our residents/customers, internal colleagues and external stakeholders.
* You will be able to work under your own initiative, organising your workload to meet goals and timescales and the required KPIs reporting.
Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 750 staff, works with over 150 volunteers and provides training places and apprenticeships for many more. The Group has an annual turnover of more than £37m and owns assets close than £190m.
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 delivering trauma informed care and support services. These services include supporting people within registered care, domiciliary care, people with learning difficulties, those with mental health needs, young people at risk, older people, BME groups, people at risk of being homeless, those seeking employability, education and training opportunities and those fleeing domestic abuse.
Our Purpose:
Putting people and communities at the heart of our services and the safe homes we provide.
To deliver against our purpose we will be:
* Trustworthy
* Collaborative
* Accountable
* People Focused
* Caring in all we do
As a Disability Confident Committed Employer, we have committed to:
* ensure our recruitment process is inclusive and accessible
* communicating and promoting vacancies
* offering an interview to disabled people
* anticipating and providing reasonable adjustments as required
* supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
* at least one activity that will make a difference for disabled people
Applying
All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.
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.
Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).
Seniority level
* Seniority level
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Employment type
* Employment type
Full-time
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Consumer Services
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