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Customer Resolution Officer
Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Customer Resolution Officer on a Permanent Basis in East London.
Key Responsibilities:
* Provide a customer-focused service for complaints, Members' Enquiries, accesses to information or escalated issues investigating. Responding positively to all concerns raised, increasing early resolution to reduce further problems for customers and keeping customers updated at all times
* Assist with Local Government Ombudsman (LGO) enquiries in line with procedural and regulatory requirements.
* Engage with colleagues from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members' Enquiries, complex queries
* Complete any follow up actions in a timely, in line with what was agreed with customers to reduce further issues and escalation. To support colleagues from other teams to identify and complete follow up remedial actions.
* Support the regular identification and sharing of lessons learnt from complaints, Members' Enquiries and escalated issues which can be used for service improvement.
* Assist some customers after resolution where a need is identified including becoming the contact where applicable.
* Assist efficiently with persistent complainants - including early intervention where required.
* Manage customer expectations in relation to policy and procedures, presenting options where possible.
* Liaise with external support agencies and service providers including the London authorities to ensure the successful resolution of complaints.
* Assist customers in line with all relevant policies and procedures, performance, time and quality expectations. To manage customer expectations regarding policy and process in a non-confrontational and customer-focused manner, offering alternatives where possible.
* Comply relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding.
Skills & Knowledge:
* Knowledge and understanding of the role of a Local Housing provider (Interview and Application form).
* High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels customer service skills
* Good numeracy skills
* Ability to quickly learn new skills and learn about different services including relevant legislation
* Ability to use supporting IT systems and follow process accurately and in real time
* Ability to effectively manage customer communications and expectations
* Ability to tailor assistance for customers who need this including those that are vulnerable, have English as a second language and/ or are facing difficult circumstances
* Identify areas where customer service and supporting processes can be improved
* Ability to work within legislative, regulatory and best practice requirements including those regarding health and safety and data protection
* Excellent communication skills and ability to exchange information and positively interact with colleagues including for the purpose of problem solving for customers
* Excellent information gathering and analysis skills to understand whether policy and process has been followed correctly
* Coordinate own work to time and quality standards
* Encourage others to work within required time and quality expectations
* Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required
* Working knowledge of Microsoft Office packages (Word, Excel, Outlook)
* Ability to work independently to resolve problems and queries based on experience
* Communicate complex information in a clear and concise way which is customer-friendly
* Excellent time management and administration skills, effectively planning and organising workloads to meet goals
* Customer friendly initiatives and approach
* Able to deal with customers in a positive and constructive way
* Develop effective partnership working within the Association and with other stakeholders
* Effective working within a team and individually
* Good understanding of GDPR and being discreet when dealing with confidential information
SIMILAR JOBS
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Income Officer
MMP Consultancy are working with a fantastic organisation based in East London who are looking to recruit a Income Officer on a ongoing basis.
Main Responsibilities:
* Manage rent, service charge, major works, cyclical and rechargeable accounts, and other housing related debts such as court cost, rechargeables on a regular basis in line with the organisations policies and procedures including legislation.
* To negotiate repayment plans that will clear arrears within a realistic timescale and take corrective action where such payment plans are not complied with.
* Referring residents for support when required to enable them to maximise their income, resolve their debts and sustain their tenancy.
* To take personal responsibility for all aspects of recovery work within the team ensuring cases are progressed in line with policy, procedure and legislation.
* To maximise income collection by leading the management of serious and complex cases across
- Rents and Service Charges
- Leasehold
- Commercial rents
- Sales Ledger & Sundry Debts
* To support Customer Accounts Advisors to maximise income collection for complex cases including:
- Non-Residential Income
- Former Tenant balances
- Sales Ledger
- Sundry Debts
* To pro-actively monitor accounts and take appropriate recovery action.
* Review and monitor former tenant balances including investigating cases and making recommendations for write-off.
* Undertake all aspects of income recovery, court case work presentation and debt recovery case work, including eviction where alternative solutions cannot be found, in accordance with procedures.
* To liaise and maintain good working relationships with all relevant external agencies to ensure residents experiencing difficulties are referred appropriately for support.
* Providing basic financial capability and benefits advice referring cases on to the relevant agencies or the Tenancy Support Officers.
* To visit customers in their homes to discuss their accounts and provide advice and support.
* To meet with leaseholders and commercial tenants where necessary to resolve complex cases.
* Ensure ICT is used efficiently to improve collection of debts, maintaining accurate information.
* Contribute to testing and further development of IT systems to achieve efficient income collection.
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Customer Resolution Officer
MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Officer to join a Housing Association on a fixed term basis, in Kent.
Please note this position offers Hybrid Working.
Responsibilities:
* Investigate and respond to customer feedback and complaints with compassion and impartiality within our timescales.
* Ensure all customers receive an equal experience and opportunity to give feedback, and tailor the service to meet the diverse needs of individuals.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Keep customers informed on progress while investigating their complaint.
* Ensure that policies and procedures are followed or challenged appropriately where necessary.
* Respond in writing to customer complaints and log on systems.
* Proactively look for solutions and opportunities to improve the services.
* Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.
* Ensure learns from our customers' experiences, working with colleagues to identify areas of improvement.
* Actively manage your learning to keep your knowledge up to date, enabling you to respond effectively to customer feedback.
Requirements:
* Experience of working within a customer service environment and/or resolving customer enquiries and complaints.
* Experience of dealing with challenging behaviour and resolving difficult situations.
* Experience of problem solving and making decisions based on sound judgment.
* Experience of understanding and applying policies, procedures and guidelines.
* Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Good standard of written communication skills, able to write for a variety of audiences.
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Customer Service Team Leader
MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.
Key Responsibilities:
* Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
* Working effectively as part of a dynamic/flexible team.
* Leading and developing project work.
* Working with multiple computer systems.
* Analysing data and compiling reports, showing trends etc.
* Dealing with complex customer enquiries and confrontational customers.
* Leading a team, conducting 121's, performance reviews, coaching and mentoring.
* Producing training programmes and delivering training using a variety of methods.
* Work in a pressurised, fast moving environment.
* Knowledge of housing repairs and customer service skills.
* Managing employees within a customer contact team or similar field.
* Working in a customer services environment using customer processes, customer contact software and proprietary systems.
* How to give excellent customer services whilst complying with corporate and legal guidelines.
Skills & Atribuites:
* Effective communication skills to assess and meet the needs of customers, colleagues and managers.
* Write clear and concise responses to customer enquiries.
* Create develop and maintain effective working relationships with service areas, partners and contractors.
* The ability to lead and be part of a project team.
* Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
* Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
* Participate in and contribute to the team performance and ensure effect team behaviour.
* Plan and priorise work effectivley for self and team members.
* Be highly organised and methodical with excellent attention to detail.
* Use a variety of computer software packages and workflow processes to deliver customer service.
* Work with confrontational customers and effectively manage escalated enquiries / complaints.
* Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
* Provide the team with leadership, expertise, support and assistance.
* Motivate and support the team members to achieve goals and targets.
* Demonstrate ability to undertake recruitment in line with policy.
* Work in a rotation of duties in line with customer demands and requirements.
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