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Customer Resolution Officer

Employer
Origin Housing
Location
Euston, London
Salary
£25,802 per annum
Closing date
10 Jul 2022

Job Details

Origin – shaping communities; building lives

Origin exists to make change happen for the good of communities. We help people by providing affordable homes – but that’s not enough. We support vulnerable residents to lead happy and better lives. We empower our staff to take action and rise to every challenge with ‘can do’ positivity. 

Good people are the future of our innovative, working community. We have placed a brand new and exciting ‘People’ strategy at the heart of our culture – to support training and personal development, to deliver our values, to move Origin forward.

Our vision for this role

We’re looking for the right people to join our wonderful team to provide all customers with a dedicated point of contact, a positive customer experience and resolution to multi-channel queries at the first point of contact. 

As part of a close-knit team, you will help us drive an increase in customer satisfaction across Origin by ensuring end to end resolution for all customer enquiries.

You'll be providing a high quality inbound and outbound Customer Service through phone, email and multi-channel platforms such as social media and live chat. You will be confident in resolving issues yourself, but in situations where queries need to go to other teams, you take a thorough approach, asking the right questions to make sure your colleagues have the information they need to help our residents. 

What you’ll do

This is a rewarding and exciting position – responsible for building relationships and trust both internally within Origin teams and externally with our residents and the community we serve.

At a glance you:

  • Will work with all business areas and the Repairs team to provide a one stop shop service for all customer queries via all channels including phone email, social media and face to face service at our office reception.
  • Take ownership of all customer enquiries from start to finish, including resolution, updating and confirming any updates back to the customer in order to increase satisfaction with customers being kept informed
  • Promote Origin’s online services to all customers
  • Meet contact management and call handling targets
  • Update customer contact data including contact information to support our focus towards digital solutions  
  • Carry out any other duties as requested by the Customer Resolution Manager in order to achieve the business needs.

What you’ll need

  • You will have at least 1 year of contact centre experience
  • Ability to work independently and answer queries proactively
  • Experience of having achieved/exceeded team and individual KPIS
  • Strong written skills capturing key customer data
  • Ability to learn quickly within a complex and fast paced, changing environment 
  • Good attention to detail and the ability to process information quickly  

Tell us your story

We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your experience meets the role above. To find out more about us simply visit www.originhousing.org.uk 

Please note we will be asking for satisfactory references and DBS check. Successful applicants for interview will be contacted within seven days after the closing date.

Benefits for the right person

We reward our people for the work they do. We appreciate commitment, initiative and going the extra mile. At Origin, our comprehensive range of benefits care about the ‘whole’ person. As well as offering you great-to-have discounts, we look after your health and well-being too – personalising your benefits package to you. We offer:

  • Access to a range of discounts on services, products and experiences. Not simply picked at random but personalised to you
  • Tailor-made Healthcare plans and/or insurance plans – let us know your preference
  • An Employee Assistance Programme that supports your well-being and is there to provide valuable help at all times
  • A choice of rewards that you choose where to spend

Closing date: 10 July 2022

Company

About Origin Housing

We are a registered social landlord, managing over 7,000 homes in London and Hertfordshire. We provide affordable housing in our communities as well as related care and support services to the people who live in them. 

Origin Housing started life in 1924 as St. Pancras House Improvement Society, a charitable organisation founded by Father Basil Jellicoe because of a belief that good quality affordable housing is a foundation for a successful life.

Thanks to a subsequent series of mergers with other organisations: Humanist Housing Association, Griffin Homes, and Lee Housing Association, we now work in 14 areas across North London and Hertfordshire.
 

Our vision Great homes: places where people are proud to live

We want to provide homes that people are proud to live in. Housing is a long-term commitment so it is important to us that we build quality property and continue to invest in keeping homes at modern standards over many decades.

We buy land and build homes for rent and for sale. We also buy homes directly from private house builders.

 The homes are for:

  • letting at a subsidised rent;
  • part-rent part-buy (called shared ownership);
  • outright sale – the profits from which support our charitable objectives.


We finance this by: raising loans; proceeds from sales; along with a small amount of government grant.
 

Positive people: responsive caring staff getting services right for customers

We strive to be a top-performing landlord, property manager and provider of care and support services. We want our customers to be positive about the services we provide. This means it is crucial that our staff are skilled, dedicated and positive people who are committed to providing the best possible customer service.

We recognise that to do this means we must listen to our customers, so we regularly seek feedback and work with customers to improve services is central to the way we operate.

Strong communities: helping people and neighbourhoods thrive

Our aim is to help people and neighbourhoods to thrive. Working in partnership with Local Authorities we provide under contract a range of care and support services to people who are vulnerable due to learning disabilities, old age or other issues.

We want our communities to be places where people feel safe and proud, and where they can aspire to reach their potential. To help achieve this, we run and support initiatives to encourage inclusion and involvement, helping people to become actively involved in building sustainable, healthy and vibrant neighbourhoods. We provide support for people to find sustainable employment, manage their money, and stay in their homes for longer.

 

Company info
Website
Telephone
020 7209 9222
Location
St Richards House
110 Eversholt Street
London
London
London
NW1 1BS
GB

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