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Customer Services Coordinator Leicester, England

PA Housing

Full Time Leicester, England 29000 GBP ANNUAL Today

Job description

Job reference: 000824

Salary: £29,000 per annum

Closing date: 30/08/2023

Location: Bede Island - Leicester

Employment type: Permanent

Hours Per Week: 35

A little bit about what we are looking for...
As a Customer Services Coordinator, you will be the key point of contact for residents taking ownership and providing specialist advice, support and resolution and responding to enquiries across a range of business services in line with service standards and to agreed timescales. Assisting our residents via any channel (phone, email, website, social media and webchat) and to ensure a high level of service is provided. Aiming to try and resolve resident queries where possible as a first line resolution and ensure that any customer issues raised are directed to the correct team. Identify continuous improvement where possible to move the service forward.

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too!

Your responsibilities...

Handle customer contacts to agreed performance standards including providing accurate information within a quality framework
Answer calls/emails and contact via any other channel for a range of business services including Repairs, Housing queries and specialist housing and landlord services, and all other areas of the business
Make outbound contact with customers and a range of stakeholders as required to provide a proactive customer centric service
Liaise with customers, colleagues, contractors, external agencies and internal partners to resolve queries at first point of contact wherever possible, taking ownership for coordinating a first line resolution for the customer
Raise works to and liaise with Managing Agents in relation to New Build Properties including dealing with customer queries in relation to defects
Identify vulnerability or other extenuating circumstances and customers’ needs, ensuring relevant systems are updated and circulate to appropriate areas
Provide accurate information to customers and where needed clarify information, research every issue using Knowledge Articles and provide consistent solutions in line with process and policy
Identify continuous improvement opportunities and ensure that these are recorded accurately and passed to the Customer Improvements team
Ensure that any issues are directed to the correct back-office team with detailed information from the customer to enable expedient resolution by colleagues
Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures
Build sustainable relationships and engage customers by going the extra mile
Record each contact with a customer as a Case on CRM, using the correct outcome to define what type of request they have assisted with

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

Our ideal candidate...