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As a Customer Experience Officer, you will respond to the needs of our residents with empathy and pace by responding to and actioning day-to-day queries and requests, as well as working towards longer-term goals to deliver an excellent level of service to all residents.
Support the Customer Manager to investigate and respond to complaints and enquiries within specified time scales and action any outcomes.
Provide effective administration to the wider housing management and customer services team.
Key Responsibilities: Customer Focus
* To provide a consistently outstanding service that demonstrates our corporate values, ensuring a timely resolution to customer queries.
* To ensure that customer services are delivered in accordance with specified standards and agreed policies and procedures to customers.
* To take ownership and responsibility for any service-related complaints/queries from customers, ensuring that the customer experience is positive, professional, and within set timescales at all times.
* Respond to customer queries from multiple channels (such as telephone, email, social media) within a timely manner.
* Liaise with the repairs manager to ensure a smooth and timely service to customers raising repair requests.
* Contribute to discussions concerning the gathering of tenant feedback and continually gather anecdotal feedback from residents using services.
* Ensure all KPI and LPI targets and objectives are met.
* Organise and participate in customer meetings.
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