Find More Than 10K+
United Kingdom Jobs

Job description

Customer Experience Specialist (Escalations)
Reports to: Customer Experience Manager
Pod: Potential

At Red Kite, we’re a little bit different. We don’t stand on ceremony, so forget things like silos, teams, directorates and instead think more organically! At Red Kite we don’t just work for our tenants, we work with them. Red Kite is all about realising the potential of our communities, helping our tenants to shape an exciting future that offers better opportunities and life outcomes.

To help us achieve this we work in partnership with our tenants and understand that we need to listen and learn from what they tell us, using all feedback as an opportunity to improve our services. Whether it’s to tell us we’ve done a great job, or that we didn’t meet their expectations, listening to our residents and acting on what we are told helps us embrace our tenant led culture.

This role works as part of our Potential Pod, where our focus is about not only supporting our teams across the organisation to deliver excellent services, but also to challenge and drive business improvements and explore opportunities. We follow the Housing Ombudsman
Complaint Handling Code and as our Complaints Experience Specialist you will have a key role in ensuring that we are effectively responding to requests for information from the
Housing Ombudsman, building case files and learning from their ‘Spotlight on…’ reports and published findings to identify and embed best practice across the organisation. You will also contribute towards ensuring that we are listening to our tenants when they use our feedback process, and that we are responding fairly, in a timely manner, and following up on any actions that we need to take. You’ll work with the rest of your team to ensure we are identifying and embedding learning, including implementing service improvements. All of this with the core purpose of delivering excellent services to our customers.

You are able to get to the heart of issues quickly and have excellent written skills to present findings and trends clearly in written reports. You are an excellent communicator, someone who is hungry to explore meaningful insight and who will influence others to use this intelligence to drive the services that will best support our business policies and strategies.

What we need you to do:

• Be a part of the Customer Experience team, making sure that we are effective and achieve our outcomes in a friendly, customer-focussed way
• Be responsible for pulling together case files for any complaints escalated to the

Housing Ombudsman and other cases where needed

• Be one of our subject matter experts of our Feedback Policy and Procedures so that you can support the team and the business in its effective implementation
• Work closely with staff across the organisation, at all levels, as well as our contractors to ensure that when gathering information you can do so with completeness
• Verify the integrity of our information from a range of different sources

• Ensuring our record keeping and case files provide us with what we need
• Support the Customer Experience Manager in the production of regular performance reports
• Work with the rest of the team to ensure we are identifying trends and that we are learning from the feedback we receive, embedding the learning within our teams and ways of working
• Manage and develop relationships with colleagues, establishing new mind-sets and boosting the knowledge of our feedback process and influence behaviours
• Champion our Customer Focussed Approach, setting the example for colleagues across the business
• Make sure that our residents inspire the design, delivery and outcome of everything we do
• Help to ensure our vision and values influence every aspect of our business.

What you will be responsible for:

• Working with the Customer Experience Manager and the Insight and Customer

Experience Lead to manage our reputation with tenants and the Housing Ombudsman

• Preparing case files to support Housing Ombudsman cases (or any other escalated cases as needed) that are clear and thorough, using hawk-like attention to detail, ensuring the accuracy of information and surfacing key points
• Identifying risks and ensuring that these are escalated as requiredWorking with tenants and colleagues to help prevent the escalation of complaints by ensuring we take a measured, customer focussed approach when managing complaints
• Working with the Customer Experience Manager to ensure that we are complying with the Housing Ombudsman Complaint Handling Code, including capturing information to support our compliance and that will allow us to produce strong self assessments
• Researching the Ombudsman’s ‘Spotlight on…’ reports and other reports issued from the service, working with others in the team to assess our performance against these focus areas, working with colleagues across the business to ensure we learn from them
• Working with leaders and colleagues across the business to support learning and compliance with the Housing Ombudmans complaint handling code and other expectations.
• Collecting and presenting evidence that allows us to gain assurance that we are managing and responding to our formal complaints in line with our policy, taking a customer focussed approach
• Focusing on the integrity of the information we are using – so that we keep strong records, that are both updated on time and well maintained
• Generate and promote a culture where feedback is embraced and valued, and seen as nuggets of opportunity
• Working with staff across the business and our contractors to target a right first-time ethos
• Helping to pinpoint and embed learning outcomes

• Taking ownership for your own learning, development and areas of responsibility
• Managing and manipulating spreadsheets and computer systems to help record, monitor, report and facilitate change, reporting on success at each opportunity
• Producing regular reports for individual teams and for the Customer Experience

Manager, as well as supporting our data collection for committee reporting and our self-assessment against the Housing Ombudsman Complaint Handling Code

• Providing contingency support that means the team are ready to step in and maintain service continuity when it’s needed
• Proactively working to develop our methodologies and supporting technology as part of broader strategy for reforming and updating ways of working, focusing particularly on efficiency and outcomes for the tenant
• Supporting the work of the wider stem to deliver team objectives.

Where you have come from:

• Somewhere where you have been known for being a true customer champion and working as part of a high-performing team
• A place where you are known for your thoroughness, accuracy and desire to dig a little deeper
• An environment where you showed your ability to create brilliant working relationships which made a difference in building trust and respect
• Somewhere that you have experienced how to bring people with you on a journey, convinced others, encouraged change and delivered tangible results
• A place where you will have been known for being someone who delivers strong results – a completer finisher
• You may also have come from a place where you have a strong knowledge of housing services, aiding your investigative nature.

What our teams will see in you:

• A strong team player who gets on with lots of people, who works openly and creates a positive, solution-focused atmosphere
• Someone they can respect and trust to do the best for our organisation – a person with real integrity
• An effective, determined and committed professional who communicates clearly at all levels, handles challenge with ease who can prioritise and stay calm under pressure
• An infectious attention to detail; someone who is known for being accurate and on time who has pride in the knowledge they are creating and who gets to the root cause of issues to make things right
• Someone uncompromising on high quality and standards
• Someone reliable who people can go to, and know will deliver
• A completer-finisher – taking accountability for delivering results

As a person, you will:

• Be committed to our vision and values
• Be an excellent team player
• Have a ‘can do’, ‘never give up’ attitude to make the extra mile just a regular part of the journey for your team and our customers
• Have excellent verbal, presentation and written communication skills
• Have the ability to influence at all levels with an understanding of the importance of building relationships and collaborative working with customers, colleagues and stakeholders
• Be highly organised, great at prioritising in a busy environment, naturally proactive with a high standard of IT literacy and always up for a challenge
• Be self-motivated with an excellent attention to detail
• Have solid interpersonal skills and be able to resolve differences of opinion
• Understand what is needed to ensure the reliability of information – and be committed to achieving this
• Be able to produce robust, clear and accurate reports and case files
• Be able to process large amounts of manual or computerised information, with care, accuracy, security and confidentiality
• Be strong at analysing and interpreting a range of types of information
• Be uncompromising on high quality and standards
• Be able to use your own initiative and work without the need for regular supervision.

Job Types: Full-time, Permanent

Salary: £35,720.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking
• Referral programme
• Sick pay

Flexible Language Requirement:

• English not required

Schedule:

• 8 hour shift
• No weekends

COVID-19 considerations:
n/a

Ability to commute/relocate:

• High Wycombe, HP11 1JU: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: One location

Application deadline: 23/01/2023
Reference ID: POT639