Find More Than 10K+
United Kingdom Jobs

Your role at a glance

Created in 2018, Legal and General Affordable Homes (LGAH) are a commercial business with a social purpose. We focus on injecting institutional capital into the affordable housing sector to build good quality homes and deliver a great customer experience. Our commitment is to increase the much-needed supply of affordable homes in England, and this is a fantastic opportunity for you to be a part of this journey.

Due to continuous growth, we are expanding our Customer Service team by adding two Customer Care Coordinators, based in Birmingham and London. In this role, you'll be the customer ambassador for the business, responsible for delivering and setting the standards for exceptional customer service delivery.

This will begin from ensuring our quality standards are met when new customers move into our homes, through to quality assuring customer service standards for existing customers through a services of performance measures and site visits.

You will step in when things go wrong for customers, taking ownership in resolving ongoing issues or complaints when required. As a Customer Care Coordinator, you will pay a pivotal role in helping the business meet its vision of delivering a great customer experience, which drives trust, comfort and convenience.

What you'll be doing

• Accountable for the direct delivery of our onboarding process for all tenures. This includes home demonstrations for shared owners and ensuring our Management Providers are delivering against set standards.
• Providing assurance of service delivery for existing customers. This will be through reviewing key performance areas and site visits to understand how services are being delivered.
• Take ownership of customer related issues which are escalated. This will include working with other teams, and external stakeholders to ensure prompt resolution to service failures and being the main contact lead for the customer.
• Oversee complaint management within your region. Take responsibility for co-ordinating the response to complaints, working with others to ensure any complaint matters are dealt with thoroughly, but promptly and in accordable with our Complaints Policy.
• Work closely with regional colleagues to embed our customer values so each customer receives the same expected levels of service delivery regardless of where they live.
• Embed a clear handover process for customers from the business to the Management Providers, so customers are clear on who is their main point of contact. This at times may mean holding onto direct customer contact for longer periods, where customers require more support before they are truly settled in their new home.
• Work closely with our Contract Management Team to address key customer focus areas of performance across our Management Provider network. This will include lettings, onboarding and existing customer performance measures.
• Have oversight of the snagging process for new build homes, attending final inspections and using a customer lens to ensure quality standards are met. This includes attesting to the standards of product quality,
• Support the defect management process, through escalating any issues on behalf of customers and reviewing defect reporting of schemes to understand key defect trends in your region.
• Work with the Customer Care Manager to periodically review the customer experience from analysing feedback and insight and then propose, test and deploy improvements to deliver enhanced customer experience, and design-out customer service failure.
• Participate in service development and then roll-out change and improvements in LGAH’s customer experience model to its management providers across a variety of either digital or customer facing platforms in accordance with our Customer Strategy

What we're looking for

• Working within the customer service industry, ideally housing, with an excellent understanding of the issues which matter most to customers
• Experience of developing skills and behaviours to deliver exceptional customer experience.
• Experience of working with customers in ways which have delivered high levels of customer satisfaction.
• Working with and across a range of stakeholders to achieve positive outcomes for the end-user.
• Interest and ideally experience in developing systems to support the delivery of a great customer experience through the onboarding processes.

Benefits

If you join us, you’ll get access to some great benefits, including private medical insurance, 25 days holiday (excluding bank holidays), a generous pension scheme and life assurance. You can participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.