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Customer Relations Liaison Officer (Repairs)

Employer
Lizzie Bennett
Location
Clerkenwell, London (Greater)
Salary
Circa £30,000 - £35,000 per annum pro rata
Closing date
8 Aug 2021

View more

Function
Homes and Asset Management, Facilities management
Seniority
Consultant
Contract
Fixed Term Contract
Hours
Full Time
Organisation Type
Housing association / RP
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Job Details

Are you experienced at dealing with customer queries and complaints? Are you a confident problem solver who can provide support to our customers with repair related issues?

 

Do you have a technical understanding that enables you to digest technical repairs and maintenance terms, techniques, or practices then translate them into easy to understand and meaningful responses and action plans?

This role is an interesting hybrid position than allows you to draw on your specialist knowledge and technical expertise whilst also supporting our Customer Relations Team to effectively respond, resolve and learn from complaints.

If so, you may be interested in our opening for Customer Relations Liaison Officer (Repairs) based in London on a full time, fixed term basis until the end of March 2022.

You’ll be based at our modern, vibrant office in Farringdon, the buzzing yet cultural area of London which is centrally located and easy to access via various means of transport. We also offer the flexibility for agile working to allow you to work from home and so we’ll provide you with the necessary mobile working equipment. The 35 hours per week will be worked Monday to Friday, 7 hours per day.

As a Customer Relations Liaison Officer (Repairs) you will be confident and handling urgent queries and complaints from our customers. Working tirelessly to resolve these quickly and effectively. You will have technical understanding that will help you liaise directly with our internal teams, contractors and providers to resolve any issues with minimal impact.

You will be able to prioritise your workload and manage your time effectively to deliver a response that is aligned to our service level agreements (SLAs).

You will be a role model for delivering excellent customer service. You will manage expectations and adapt quickly to solve issues. You will be a fantastic communicator and team player.

There is an opportunity to include a cover letter with your application. Please use this opportunity to provide additional information on how you meet the criteria as set out in the person specification, and why you are the best candidate for this role.

 

What we need from you

  • Proven customer service background, ideally dealing with repair complaints or similar
  • Technical knowledge, understanding and experience of repairs and maintenance services
  • A strong communicator
  • Experience of using Microsoft Suite
  • Calm under pressure
  • Willing to go the extra mile

What we’ll offer you

  • A salary of circa £30,000 - £35,000 per year pro rata, depending on skills/experience
  • 23 days holidays (plus public holidays) pro rata
  • The chance to buy or sell additional leave
  • £250 in vouchers as part of our colleague referral scheme
  • Ongoing support for your wellbeing
  • An inclusive environment where it’s OK to be you!
  • Flexible benefits with some really exciting options which you can find out more about here!

 

 

Why work for Southern Housing Group?

There’s never been a better time to join Southern Housing Group. You’ll be part of a dynamic team within a flexible and innovative organisation who are stable and independent, which is crucial during these unprecedented times. Our customers come from all walks of life, and so do our colleagues. We actively encourage applications from people of any background who can bring an array of experience, skills and culture to our business, making us stronger and united. We celebrate our diversity and offer a safe environment where you can feel comfortable to truly be yourself. We’re proud to be part of various networks including BAME, The Women’s Network, PRISM – we’re also a Stonewall Diversity Champion, allowing those from within the LGBTQA+ community to feel empowered to express themselves freely without prejudice.

  • What we do – We're a charitable business with social objectives, and customer service is at the heart of our business. We're proud of our reputation as a financially strong, stable, and independent housing provider. Every penny we make is reinvested in new homes, improving our services, and helping transform people’s lives.
  • What we offer – We offer career progression, competitive salaries, and excellent benefits. We support and train our staff to excel as they develop their careers.
  • Diversity & Inclusion – Southern Housing Group is an equal opportunities employer and seeks to employ a workforce which reflects the diverse community at large. Please note that in order to be considered for these opportunities you must have the right to work in the UK. Our roles may require travel between our various offices.
  • Values – We are a values led organisation, and our principles resonate throughout the heartbeat of the company. Our values are Working Together, Getting Things Done and Doing the Right Thing.

As a Disability Confident employer with disabled-friendly offices and remote working opportunities, we actively encourage everyone to come and work for us, regardless of any form of disability. As such, we’ll happily make any reasonable adjustments throughout the recruitment process to help you, should you need it. If you need additional support with your application due a disability, please contact us at recruitment@shgroup.org.uk and we’ll be happy to help.

 

Closing Date:  Sunday 8th August 2021

Company

Who we are and what we do

Southern Housing Group is one of the largest housing associations in the UK and has a well-established reputation as a successful business with social objectives. The Group provides a a range of homes for people in housing need, including social rent, affordable rent, shared ownership and outright sales.

We exist to provide homes for more than 72,000 customers in over 28,500 homes, making lives better and investing in communities. With around 1,000 employees, we’re an organisation that’s growing.

We are a member of the G15, which represents London's largest housing associations. The G15 houses one in ten Londoners and builds a quarter of London's new homes.

Southern Housing Group won the “Housing Association of the Year” award at the WhatHouse? Awards 2018. The Group also won the award for “2018 Best Large Development” at the National Housing Awards for our development at Bow River Village in London.

Why work for us

What we do – We're a charitable business with social objectives, and customer service is at the heart of our business. We're proud of our reputation as a financially strong, stable, and independent housing provider. Every penny we make is reinvested in new homes, improving our services, and helping transform people’s lives.

What we offer – We offer career progression, competitive salaries, and excellent benefits. We support and train our staff to excel as they develop their careers.

Diversity & Inclusion – Southern Housing Group is an equal opportunities employer and seeks to employ a workforce which reflects the diverse community at large. Please note that in order to be considered for these opportunities you must have the right to work in the UK. Our roles may require travel between our various offices.

Values – We are a value led organisation, and our principles resonate throughout the heartbeat of the company. Our values are Working Together, Getting Things Done and Doing the Right Thing.

Rewards and benefits

Pay and rewards We've recently reviewed our salary structure, both internally and in comparison to the external market and the rest of the housing sector, to help us ensure our salary structure is competitive and helps us attract the best candidates.

Benefits – We want to help you achieve a happy work-life balance. This is what we offer:

  • Great holidays – Up to 26 days, plus public holidays
  • The chance to buy extra leave and discount cards
  • £250 in vouchers via our employee referral scheme
  • Three times basic salary life cover
  • A benefits programme offered by a BUPA Employee Assistance Plan
  • A generous pension scheme. We will pay a maximum of 9% if an employee contributes 6% or more in to your chosen pension plan

Flexible working – We offer the following choices under our flexibility policy:

  • Annualised hours
  • Term time only working
  • Compressed hours
  • Career breaks
  • Flexitime and opportunities to work from home

Staff awards – Every year, we organise a long service award ceremony celebrating colleagues who’ve been with us for 5, 10, 15, 20, 25, 30, 35, and 40 years.

We also regularly recognise and reward colleagues who provide excellent service to our customers and internally.

Cycle2Work – The Cycle2Work scheme allows you to purchase a bicycle and equipment (up to the value of £1,000) tax and VAT free.

Travel season ticket loan – You can apply for a travel season ticket loan where we buy your season ticket up front and you pay us back, interest free.

Discounted gym membership – Employee discounts are available at various gyms close to our offices.

Find Us
Website:
Telephone
020 7553 6479
Location
Fleet House
59 - 61 Clerkenwell Road
London
London & Regional Offices
London & Regional Offices
EC1M 5LA
GB
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