Complaints Team Coordinator

Ealing, London (Greater)
Up to £27,250
11 Jul 2019
22 Jul 2019
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 Complaints Team Coordinator.

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.

We're at a particularly exciting point in our story, having recently merged with another large housing association, Aldwyck. The merger makes us stronger and more able to deliver our social purpose - in every part of our organisation.

We’re always seeking to do better. If you are 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. Reporting to the Complaints Resolution Manager, you will support the Complaints Resolution Team and wider business by recording and acknowledging all complaints that enter the organisation. You will monitor the adherence to SLA’s and produce regular reports to help the business track, respond and highlight trends for the complaints their area’s receive.  You will also deliver exceptional customer service by acting as a Case Manager for any low-level complaints ensuring these are resolved quickly and efficiently as well as supporting the team with the management of their action plans.

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 have highly developed questioning and listening skills and an ability to communicate with empathy and clarity both by phone, in writing and across a range of digital platforms. You will understand the voice of the customer with the ability to read between the lines and identify the root issue of customer communication. You will demonstrate the ability to flex to different audiences, adapting writing style for different digital platforms and engagement methods to different types of customers. Proven experience of providing administration support in a team environment.

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 DBS 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: 22nd July 2019

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