You will assist in the effective and timely coordination, management and monitoring of all complaints, Housing Ombudsman and elected representative cases.
Duties of a Complaints Administrator:
Provide an excellent administrative service for the Complaints team ensuring all correspondence is handled in a proactive and responsive manner.
Answer and respond to incoming calls and emails from customers/contractors and external agencies using strong verbal and written communication. General tasks include:
Answering incoming calls; taking messages and re-directing calls as required.
Dealing with email enquiries.
Providing administrative support to senior management.
Demonstrate proficient use of MS Office packages including Excel, Word and PowerPoint and specifically the CRM systems to manage, maintain utilise relevant customer information in an accurate and efficient manner.
Accurately update system records in a timely manner.
Work in collaboration with the Complaints team to manage complaints, ensure efficiency and continuously improve the standard of service delivered to all residents.
Provide a customer focused front-line service on behalf of Complaints team to residents and manage the CRM system NED complaint queue to ensure that cases are responded to and closed in a consistent and timely way
Experience and skills:
Excellent communication and listening skills, tolerance and empathy, attentiveness, use of positive language and ability to build relationship.
Be able to adapt quickly and efficiently to change and work in a high powered environment.
Need to be motivated and have good organisational skills and be able to work independently and as part of a team.
What we are looking for:
Looking for individuals who are passionate about helping customers and want to improve the service we deliver.
It is a pivotal role and is fundamental in helping maintain our performance and helping our customers.
We offer a , the ability to engage in flexible working, 26 days annual holiday and a 35 hour working week and the opportunity to work for an organisation whose social purpose is to help provide people with a home.