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Customer Solutions Coordinator - Croydon

Salary: £ 19.30 Per Hour Umbrella.

Full Time (36 hours per week)

Role Purpose:

This role will be responsible for coordinating Complaints or Member Enquiries or Housing Ombudsman cases from start to finish. You will look for opportunities to resolve dissatisfaction where possible in line with our clients complaints policy and procedures.

The Customer Solutions strategic goals are to improve performance, prevent complaints and ensure a single way of working. You’ll provide expert advice to our customers and business areas. This will in turn enable you to achieve your own and team targets.

Responsibilities:

• Coordinate case work by liaising with staff across the workplace and external parties, including Customers, Surveyors, Solicitors, Local Authorities, Councillors and MPs.
• Collate all necessary information to facilitate decisions, deliver a full and accurate response in line with our policy and procedures.
• Liaise with all Customers (Internally and External) ensuring they are regularly kept informed, expectations are managed and full responses are timely.
• Record and update all relevant information during the management of your casework.
• Manage your casework to ensure all your performance targets are achieved or exceeded in line with the customer solutions strategic goals and Clarion values.
• Positively participate in 1:1’s / Meetings demonstrating appropriate behaviours and suggesting ideas.

Essential Criteria:

• Excellent organisational skills with experience of prioritising own workload.
• Excellent communication and listening skills with experience of communicating verbally and in writing with customers, suppliers, colleagues and external stakeholders at all levels.
• Intermediate level proficiency of IT packages such as Microsoft Office (Word, Excel and Outlook).
• Proficient and confident using social media
• CRM experience with the ability to understand dashboards.
• An understanding of social housing and the role of Housing Associations.
• An understanding of leasehold ownership and freeholder responsibilities.
• Be self-motivated, proactive and able to work autonomously.
• Excellent organisational, planning, time management and presentation skills.
• Proficient and confident using electronic document management systems.
• Problem solving skills with proven track record of delivering positive outcomes for customers.
• Influencing Skills with experience of dealing directly with customers.
• Proven commitment to delivering excellent customer service.
• Demonstrate a professional, but friendly and outgoing approach to work.
• Have a flexible approach around working hours and tasks required by the business.
• Be adaptable to change, be proactive and positive.
• Experience of working in a fast-paced environment and meeting challenging targets.

We offer:

• 24 hour one on one specialist consultant based within your geographical area
• 4Recruitment Services Employee Benefits Programme
• Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Amber Debens on 07860953716 or via email [email protected]