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Resolution Coordinator

Employer
One Housing
Location
Tower Hamlets, London (Greater)
Salary
£28000
Closing date
20 Jun 2019

Job Details

About us One Housing helps people to live better by providing high quality homes and care across London and the South East. We manage approximately 16,000 homes. We work hard to make a positive difference to our residents’ lives by promoting aspiration, independence and well-being through a range of training and support services.

The role will sit within the Customer Service Centre for One Housing. The Centre will be responsible for providing excellent customer facing front line services through a variety of channels and technology. The Customer Service Centre will deliver a pro-active and positive customer experience and resolve a broad range of enquiries at first point of contact.

The Role

  • To be a customer service champion supporting relevant departments across One Housing with informal complaints resolution and root cause problem solving and nurturing a continuous improvement culture across the business.
  • Manage formal customer complaints and Members Enquiries for the Repairs and Maintenance Service using a case management approach to resolve the issue and stop it happening again whilst ensuring timescales and deadlines are adhered to
  • Access and resolve a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact.
  • To utilise, promote and improve customer services through a range of channels and technology solutions (calls, emails, social media, live chat etc) to communicate with customers.
  • To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered to our customers
  • Where required support the Repairs and Service Enquiries Team with any customer contact demand that cannot be met.
  • To provide support to the line manager or any other manager within the Customer Service Centre through any delegation of tasks.
  • Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre.

Skills and experience

  • Experience working in a customer care environment where interpersonal communications using a variety of channels has been a key element.
  • Demonstrate a good standard of numeracy and literacy.
  • Excellent customer care and communication skills both oral and written.
  • Possessing resilience.
  • Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels.
  • IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.
  • Self-motivated, assertive and confident.

Benefits

  • £28,000 salary
  • 28 days annual leave plus bank holidays
  • Pensions – One Housing is a sector-leader in the contributions we make to our colleagues’ pensions.
  • Buying and selling annual leave - We know that getting the balance right between work and home life is a big part of supporting our colleagues’ wellbeing.
  • Paid time off to volunteer in our communities.
  • Season ticket loans
  • A healthcare cashback plan – allowing you to claim back cash for you and your family’s routine healthcare.
  • Colleague recognition scheme – we let you know when you’ve done a #greatjob
  • One Academy – our innovative, in-house learning and development offering, designed to support with your personal and professional development.
  • Study leave – up to five days off per year to study toward a relevant qualification.
  • Career break - after three years’ continuous service.

Next steps

This is a not for profit company with the aim of providing good quality homes and helping people live better. If you feel like you have the skills and experience to excel at this position please click apply below and start your journey on the road to a more fulfilling career.

 

Our commitment to diversity:

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and our workforce reflects that. We understand the strength we gain by having diverse teams and supporting them to be their best. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work. 

One Housing are committed to the principles of Leadership 2025, an initiative spearheaded by our Group Board Chair, Steve Douglas, which aims to increase the representation of black and minority ethnic people in leadership positions in the UK housing sector. We are also supporters of Women in Social Housing (WISH), promoting and encouraging young women to choose and progress careers in the sector.

Company

We are multi-award winning, commercially driven and dynamic, with a passion for making a positive difference to people’s lives and communities.

No day at One Housing is the same, commercially driven for a social purpose, we are highly innovative and focused on helping people live better and reach their aspirations. Building affordable homes in the most unaffordable parts of the country, running the UK's largest homeless hostel and delivering vital care to the most vulnerable older people are just some of the things we do. Across our broad range of roles we develop our staff in skills ranging from building project management to care services, mental health support, youth engagement and hospitality.

Company info
Website
Telephone
0333 240 8567
Location
Atelier House
64 Pratt Street
London
London
NW1 0DL
GB

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