Customer Services Assistant
Onward Homes is one of the largest registered providers of social housing, based solely in the North West of England.
In April 2017, we brought the Group together under the Onward brand to signal our intention to increase our impact and to make a greater contribution to the communities and customers we serve. We are delivering a major transformation change programme, in the way in which we deliver services and how we are structured as a business.
As part of a continued focus on developing and shaping our customer services and supporting our wider neighbourhood strategy, we are looking for a Customer Services Assistant (1 post) to join our Operations Team on a fixed term basis to cover a period of maternity leave for 8 months.
Reporting to the Customer Engagement Manager, you will provide administrative support to the Customer Engagement, Insight and Contact Centre Teams. You will assist in the development of systems, to provide customers with excellent levels of consistent communication and ensure high levels of customer satisfaction. The post holder will support the objectives of the Customer Engagement, Insight and Contact Centre Teams by responding to customer enquiries, acknowledging formal complaints in line with service standards and proactively keeping customers up to date with our investigations during a complaints process. You will also update customer records to ensure that we have accurate contact data and collate information for internal and external customers.
You will perform general administrative duties to support the work of the Customer Engagement, Insight and Contact Centre teams. You will also be supporting the Engagement Team and Regional Scrutiny Panels with meeting co-ordination, administration support and any other associated tasks, to ensure customers are able to effectively participate.
To be successful, it is essential you have significant experience delivering an excellent customer service, whilst working as part of a team, meeting deadlines and achieving targets. It is essential you have excellent interpersonal skills with the ability to communicate at all levels, as well as following policies and processes.
The post will require you at times to travel across the North West covering three regions; Greater Manchester, Lancashire & Merseyside but there is flexibility as to the base location for the successful candidate.
Interviews will be held on Thursday 20th December 2018