Customer Experience Assistant Leatherhead, England
Job description
Summary of Role
A customer facing role, answering calls and emails from residents to help provide solutions to their questions. To support the Customer Experience Coordinators by carrying out a range of administrative functions including mailouts, surveying residents, dealing with formal complaints, and providing general office support.
Key Tasks
- To provide an excellent experience for all external and internal customers.
- To provide residents with a first point of contact for web based, written and telephone enquiries, adopting a “one stop” approach.
- Provide advice, guidance and signposting so that residents’ enquiries are resolved in a timely manner.
- To ensure all resident information on the housing management system is accurate and up to date.
- To work closely with colleagues to ensure a seamless delivery of service for residents and, where possible, resolve dissatisfaction quickly and effectively.
- To process incoming and outgoing post, mail merges, photocopying, printing, scanning and franking·
- To provide administrative support to various teams within Mount Green.
- Use contractors’ portals where applicable to provide repairs information and/or guide residents to our contractors when they are reporting or following up a repair.
- To conduct customer satisfaction surveys and to input feedback received through satisfaction surveys as required by the organisation.
- To provide general support to the business during periods of high demand.
- To assist with making welfare calls to our Independent Living residents.
- To order and maintain a supply of stationery for the organisation’s Head Office and remote offices.
- Work collaboratively with colleagues across the business to achieve organisational aims and objectives.
This job description is a broad summary of the role; it does not cover every issue or task which may arise within the post at various times. The post-holder is expected to work flexibly and carry out other duties as required from time to time. This role forms part of a small specialist team and the post-holder will need to adopt a dynamic and an “Art of the Possible” approach to ensure that the needs of the team and the business are achieved.
For more information, please visit our website - https://www.mountgreen.org.uk/work-with-us/current-vacancies/
Please note: this vacancy may close earlier than the advertised date dependent on the volume of applications received as we are actively interviewing candidates.
In line with our safeguarding approach this role is subject to a DBS check (Disclosure and Barring Service)
We are committed to diversity and inclusion at work and welcome applications from people of all backgrounds.
Job Types: Full-time, Permanent
Salary: £18,000.00-£20,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
COVID-19 considerations:
We provide hand sanitiser.
Education:
- GCSE or equivalent (required)
Work Location: Hybrid remote in Leatherhead, KT22 8BZ
Application deadline: 02/03/2023
Reference ID: IDCEA22
