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Customer Resolution Officer

Employer
Barnet Homes - Part of The Barnet Group
Location
Colindale, London (Greater)
Salary
£29,000
Closing date
1 Nov 2021

View more

Function
Community and Customer Services
Seniority
Officer
Contract
Permanent
Hours
Full Time
Organisation Type
Council owned company

Job Details

Job Title: Customer Resolution Officer (Complaints)
Location: Customer Experience (Operations), Colindale
Salary:     £29,000 per annum
Hours:     37.5 per week
Term:       Permanent

Over the past year we have changed the way we provide services to make it easier for our housing customers to get what they need from us, including through equipping our Customer Contact team to assist with a wider range of enquiries at first contact. To further improve customer experience, we are creating a Customer Resolution Team that will lead on responding to complaints, correspondence and escalated enquiries and issues. The team will ensure that we take learning from complaints and other customer insight to drive service improvement.

Based in the new team, the Customer Resolution Officer (Complaints) will lead on the management of complaints, Members’ Enquiries, freedom of information requests (FOIs) and the resolution of complex customer issues for services within Operations. The key purpose of the role is to provide an excellent service to customers who have complaints or complex issues. The Customer Resolution Officer will ensure that customers’ concerns are fully understood, and that they are addressed comprehensively and quickly in way that helps our customers and minimises further issues. The Customer Resolution Officer will also play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.

We are looking for people who:

  • have excellent customer service and communications skills with the ability to assist customers facing difficulties in a way that ensures customers feel listened to, informed, updated and reassured
  • are proactive problem-solvers who work effectively with colleagues to understand and address issues for customers, ensuring information and solutions are provided quickly and comprehensively
  • are enthusiastic and able to learn quickly about new areas (including legislation, policy and process), and are passionate about improving services through identifying learning from problems that customers have experienced.

Closing date:      1 October 2021

Interview date:   TBC

Benefits

You will receive a Flexible benefit allowance of 5% of your base salary. Flexible benefits are hosted by AON and will allow you to choose from a variety of benefits.

Company

The Barnet Group is a local authority trading company created in February 2012. We are owned by Barnet Council.

We employ approximately 1,000 members of staff in a wide range of roles; from care workers to plumbers and carpenters. We also have many office-based roles for our ever-growing organisation. We are a London Living Wage employer, and pride ourselves on our equality, diversity and inclusion, as well as the opportunities we provide for staff growth and development.

We are the parent company to:

  • Barnet Homes – this manages the borough’s 15,000 council homes on behalf of Barnet Council. It also works to prevent homelessness and allocates homes to social housing applicants
  • Opendoor Homes – a subsidiary of Barnet Homes which gained Registered Provider status from the Homes and Communities Agency in 2016. Opendoor is developing an initial 320 new homes in the borough, and has ambitions to build many more. It is also purchasing homes on the open market for affordable rent.
  • Bumblebee – an online estate agent providing quality bespoke property services to landlords and tenants, throughout Barnet and the surrounding areas.
  • TBG Flex – a company for the recruitment and employment of new staff.
  • Your Choice Barnet – an adult social care company that provides day services, respite centres, extra care schemes and care homes to adults with learning and physical disabilities, older adults and adults with additional care needs.

Our mission is to make a real difference to every customer.

We also offer services to the wider community. These include a let2barnet lettings service for private landlords, and BOOST, an employment and training support service.

Company info
Website
Telephone
0208 359 2798
Location
The Barnet Group
2 Bristol Avenue
Colindale
London
United Kingdom
NW9 4EW
GB

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