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Customer Care & Quality Executive

Employer
Clarion Housing Group
Location
England, London, Croydon
Salary
£29280 - £34364 per annum
Closing date
6 Jul 2022

View more

Function
Community and Customer Services
Seniority
Officer
Contract
Permanent
Hours
Full Time
Organisation Type
Housing association / RP

Job Details

We're recruiting for a number of dedicated Customer Care & Quality Executives to join the Customer Experience team in Croydon.

What you'll be doing

Within the Customer Experience Directorate we need to ensure that the customer receives the best service and experience at each touch point of their journey with us. From their initial enquiry about their new potential home right through to moving in and the customer care provided during the defect warranty period.

As a Customer Care & Quality Executive, you'll be responsible for delivering the best customer care to our customers, once they have moved into their new home. Managing escalated customer issues and complaints to resolution, and logging and tracking any defects the customer raises during the defect liability period.

Key responsibilities will include:

  • Liaise with internal teams and 3rd parties to ensure complaints are dealt with in a timely manner, and case manage to completion
  • Be the point of contact for customers living in new build properties to raise defects via phone and email
  • Ensure all communication with the customer, both written and verbal, is professional, courteous and to the Clarion standard
  • Keep customers fully informed until the matters they raised have been fully resolved
  • Raise defects in the relevant systems and pass to the contractor to complete
  • Effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and providing customers with appropriate advice
  • Track all defects and complaints in the relevant systems and in line with business policies and procedures
  • Liaise with building contractors to ensure orders are successfully attended and completed within published timescales and contractual obligations
  • Provide reports and summary information on activity as requested

What we're looking for

We're looking for individuals with a strong customer service and complaint management background and an excellent attention to detail. As the successful candidate, you'll come to us with a good knowledge of MS Office programmes and experience of communicating with a wide range of people. You'll need to have experience of working in repairs, new build homes, or shared ownership.

Where will you work?

This position is based from our Croydon office. The team work flexibly between the office and home in line with business needs.

If this sounds like an opportunity you'd be interested in, we look forward to hearing from you.

What you can expect from us!

Here at Clarion we're dedicated to rewarding hard work and commitment and providing benefits that support you and your lifestyle. As standard we offer;-

  • Competitive salaries that are benchmarked regularly against current market rates
  • Initial 25 Days annual leave (plus bank holiday), increasing to 30 days after 3 years' service.
  • A flexible benefit scheme tailored to you, inclusive of healthcare options, dental insurance, restaurant card and cycle to work along with 1% of your salary to spend on whichever approved benefit you like!
  • Matched pension contributions of up to 7.5% of your salary with generous life assurance
  • Flexible and agile working for the majority of our employees

Other perks

  • Company Bonus Scheme
  • Eye care vouchers
  • Holiday trading scheme allowing you to buy and sell leave
  • Free counselling and legal advice scheme for you and your family
  • Interest free loans for season ticket and study leave

If you're a customer focused person, experienced in working collaboratively with stakeholders and working in partnership with contractors, we very much look forward to hearing from you.

Closing Date: Wednesday 6th July 2022 at midnight

For further details on this vacancy, please click 'apply' or visit our website.

In the event that we receive a high volume of applications, we reserve the right to close this advert early.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in the UK for the duration of your employment.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.


Company

Clarion Housing Group

Clarion Housing Group comprises the country’s largest housing association; a property development company, a charitable foundation and a repairs and maintenance service.

The Group’s housing association, Clarion Housing, is committed to providing good customer service to all its residents and to maintaining its homes to a good standard - investing significantly in improving them each year.

Its development target is to build 50,000 new homes over 10 years and the Group will invest £13 billion on meeting and delivering on this target.  Two thirds of the programme will be affordable and developed by Clarion Housing, while homes for private sale are delivered and marketed through development company Latimer by Clarion Housing Group.  The proceeds from sales are invested in our social purpose.   

The charitable foundation, Clarion Futures, will invest £150 million over ten years to deliver one of the largest social investment programmes in the country. Priorities are work and training; money management and young people.

Building homes. Developing futures.

Company info
Website
Location
6 Tooley St
London Bridge
London
GB

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