Service Improvement Officer

Location
Ealing
Salary
Up to £ 31, 740
Posted
05 Feb 2019
Closes
18 Feb 2019
Seniority
Officer
Hours
Full Time
Organisation Type
Housing association / RP

We’re looking for a customer-focused individual with energy, experience and a strong sense of purpose to join us as a Service Improvement Officer.

The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too.

One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities. Put simply, we’re committed to our social purpose - in every part of our organisation. And, we always seek to do better. If you do too, read on.

We’re totally committed to delivering excellent customer experience – being easy, reliable and empathetic in the way we deal with customers, and each other.

You will seek to understand fully your customers’ needs, identifying and working to remove pain points, and always doing what you say you will. You will be a clear thinker with a solid background in Customer Services and a genuine interest in understanding our customers.

You will be able to use your strong communication and influencing skills to communicate in a range of formats to colleagues, customers and external contacts. Your knowledge of customer experience measurements, analysis and reporting coupled with your analytical mind-set will give you the ability to produce clear, logical and compelling reports and presentations.

You are passionate about delivering excellent customer experience every time, by being easy, reliable and empathetic in the way you deal with customers and colleagues. You will play a vital role in supporting the delivery of brilliant services to our customers, reducing customer effort and improving customer satisfaction. You will Co-ordinate and undertake Service Improvement projects, using and sharing meaningful customer insight to develop and improve our services and the customer experience. Monitoring and reporting on processes within Customer Services, you will work closely with business owners and leads to identify inefficiencies and gaps and provide improvement recommendations.

We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success. If you’d like to join us, and help make a real difference, please get in touch.

The role is subject to a basic check.

For more information and to apply, please visit our careers page.

Please note completed pre-employment forms must be included in order for your application to be processed.

Closing date: 18th February 2019

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