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An exciting opportunity has arisen to join the Customer Service Team at Town & Country Housing About the role: You will be the first point of contact with our customers, ensuring customer satisfaction in line with our service strategy, by adhering to organisational processes through teamwork Why choose us: •By choosing Town and Country you will enjoy a variety of employee benefits including: •Contributory pension scheme 4% to 10% matched contributions •Hybrid working •Free onsite car parking •Life assurance of 4x annual salary •30 days annual leave in addition to bank holidays •Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) •Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses •Extensive annual Staff Wellbeing programme •Enhanced maternity, paternity, and shared parental leave provision •Flexible annual benefits allowance of 1% of salary (for dental, healthcare, shopping vouchers, technology etc) •Annual flu vaccinations •Access to an extensive range of corporate discounts on shopping, travel & days out •Regular staff social events lunchtime walking club, rounders, yoga, Pilates, Summer BBQ, Christmas party, festive Fridays etc •Travel loan. Key Activities: • Ensure customer contact is achieved within set timescales, including taking telephone calls and responding to e-mails/webchats • Respond to online customers and provide standard written responses in conjunction with the Senior Advisor or the Customer Services Manager • Taking customer repair calls, diagnosing issues & booking repairs appointments • Participate in training, following identification of needs through a training needs analysis • Take an active role in the implementation of new customer service initiatives • Participate in projects and workgroups at the request of the Customer Services Manager • Assist the Customer Services Manager in the implementation of policies and processes aligned with customer care, with a view to improving performance from customer feedback • Ensure processes are written for the customer service operation and regularly maintained • Ensure full business continuity is achieved by providing cover for the operation where necessary • Ensure full compliance with the equality and diversity regulations • Participate in customer engagement and feedback with a view to continuous improvement • Liaise with other departments/staff/outside agencies as appropriate • Comply with operational Key Performance Indicators in line with departmental targets The successful candidate will possess the following: Education and Qualifications: • GCSE or equivalent education Knowledge and Experience: • Office administration experience • Customer service experience essential • Microsoft Office experience • Knowledge of housing issues, including equal opportunities and housing associations Behaviours: • Calm, confident and approachable manner • Excellent communication skills, face to face and via telephone • Ability to think and act quickly in a pressurised environment • Proven ability to negotiate outcomes and solve problems • Experience of using own initiative to implement and improve work systems • Ability to prepare and interpret numerical data and to explain to others • Proven ability to plan and manage own workload • Ability to work well as part of a team • Desire to provide excellent customer service • Resilience when dealing with difficult situations Closing date for applications is: 20th November 2022
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