Contract Type: Permanent Full time
Persona: Agile/hybrid working - office-based 20-40% (1-2 days per week)
Office locations: London E15 or Manchester M33
Salary: Starting from £29,568 (nationally £25,530)
Closing date for applications: 4th June 2024 at 11pm
Interviews: To be confirmed
Our customers are the most important part of our business. As a member of the Customer Liaison Team, you will deliver excellent customer service to internal and external customers. This role involves managing complaints about maintenance work in residents' homes and communal areas, acting as the 'voice and face' of the Trust.
The ideal candidate will have experience in customer service, complaint handling, and excellent communication skills. You will work collaboratively across departments, manage a caseload of complaints, conduct investigations, and ensure adherence to response deadlines and company policies.
Your responsibilities include:
1. Managing and owning a caseload of complaints related to maintenance work.
2. Conducting impartial investigations.
3. Working within response deadlines and adhering to SLA’s/KPI’s.
4. Liaising with customers and internal teams via phone, Teams, and email.
5. Challenging decisions and calculating compensation as per procedures.
6. Maintaining accurate records and ensuring compliance with the Housing Ombudsman code.
7. Feeding back causes of complaints to prevent recurrence.
Skills and experience required:
* Ability to work in a fast-paced, high-pressure environment.
* Excellent verbal and written communication skills.
* Strong organizational skills and resilience.
* Problem-solving skills and empathy.
* Effective time management and ability to meet deadlines.
* Self-starter with initiative and teamwork skills.
We value diversity and are committed to creating an inclusive environment. Our benefits include agile working, family-friendly policies, learning and development, generous holiday entitlement, pension scheme, employee assistance program, and recognition as a great place to work.
If you are motivated to make a difference and resolve issues effectively, apply now!
Our organizational values and behavioral framework guide us in all we do. We are committed to supporting your work-life balance and flexible working arrangements. We are proud to be recognized for our commitment to inclusion and social responsibility.
Join L&Q, a leading social housing provider dedicated to creating quality homes and thriving communities.
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