RQ1483318 – Customer Support Officer

Carrington Blake Recruitment; London; On-site; GBP 100,000 - 125,000; Full time

Job description

Purpose of the Role:

1. Provide outstanding customer service via multiple channels.
2. Act as the first tier escalation for complex repair issues or following a service failure. Customer Support Officers will have access to a range of additional support tools, including the ability to refer to the in-house rapid response team to prevent or resolve customer complaints.
3. Work with repairs and customer services to gain access to properties in relation to leaks and other matters affecting more than one property.
4. Contact customers to resolve complaints. Investigate complaints with the service leads and write responses to formal complaints, member inquiries, and Freedom of Information requests.
5. Assist with tracking follow-up actions and making payments of compensation.
6. Identify learning from complaints and recommend areas for service improvement based on information from customers to continuously improve our service.
7. Work to very tight deadlines in a dynamic and constantly evolving environment to arrange, coordinate, and reschedule appointments using a high level of excellent customer relation management to ensure that residents receive a high level of service.
8. Be adaptable and flexible in coordinating the delivery of complex repairs using a high level of trade knowledge to diagnose and schedule multiple interdependent appointments.
9. Manage customer feedback and instigate remedial action for poor service delivery, maintaining close liaison with residents and service users.
10. Ensure emergency priority works are completed with due regard for the health and safety of the public and legislative requirements.
11. Maintain a comprehensive and up-to-date knowledge of all relevant legislation, procedures, and best practices for the service area.
12. Ensure staffing, training, financial, and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by the service is accurate.