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Customer Experience Coordinator

This role is with Shepherds Bush Housing Association who are now part of The Guinness Partnership.

About Shepherds Bush Housing Group

We’re a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities.

Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents.

We offer careers that are both exciting and rewarding. We’re looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within.

This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives.

About the role

The successful candidate will coordinate, organise and provide administrative help and support to a range of customer-facing staff, by resolving the more complex tenancy-related issues without the need for direct supervision.

You will manage your own caseload, focusing on problem-solving and successful resolution, with the autonomy to make decisions and deliver a first-class service to both internal and external customers.

You will be able to enter, retrieve and interrogate data on matters relating to repairs, tenancies and neighbourhoods ensuring strict adherence to quality assurance measures at all times.

You will possess strong communication and negotiation skills and be solution-focussed. Experience of the social housing sector is desirable, but people from any customer-facing industry could carry out this role. We expect the post holder to take responsibility for their own continuing professional development, working alongside other staff to develop their knowledge of the end to end customer journey.

Key Responsibilities

  • To resolve a wide range of queries ensuring that the information provided is accurate and current.
  • To develop and maintain a level of up-to-date knowledge of systems at an enhanced level in order to help gather the evidence required to support an effective complaints handling service.
  • To confirm resident issues both verbally and in writing using templates.
  • To maintain accurate records that are relevant to the service(s) delivered.
  • To deliver electronic correspondence where applicable using the relevant delivery system.
  • To deal with customer feedback, taking action as necessary to resolve customer dissatisfaction.

Please see the job description for a full breakdown of duties and requirements.

About you

  • Experience of organising and delivering a range of administrative support services.
  • Able to demonstrate a good understanding of systems and software and how these contribute when providing business information.
  • Experience of working in a team and building effective relationships across the organisation.
  • Experience of ensuring consistency when providing a range of services simultaneously.
  • Impeccable telephone manner and interpersonal skills with the ability to communicate effectively both orally and in writing.
  • Experience of negotiation, problem-solving and complaints resolution.
  • Experience of evaluating the effectiveness of the service provided and the extent to which customers are satisfied.
  • Able to handle a range of issues fairly, honestly, respectfully and with sensitivity even though they may be challenging.

What we can offer you

Please follow the link to read more about our great benefits and what we can offer you:

Equality, Diversity and Inclusion

We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link:

We reserve the right to close this vacancy early if enough applications are received.

Our mission

We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.

We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.

Our mission is social heart, business head, local impact.

Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.

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