Customer Relations Officer Job at Watford Community Housing – in Watford

Job Description

At Watford Community Housing, we provide vital services that help people to live better lives. We’re looking for a Customer Relations Officer to join our Customer Relations team. You will help us review our services from a customer perspective and ensure the team are providing an excellent customer experience throughout the organisation.

What’s the role?

As part of our Customer Relations team, you will use your customer service skills to help us deliver high-quality service to our customers, looking at ways to engage, support and improve the service we offer. You will work in partnership with other teams across the organisation to support our customers.

Your key areas of responsibility will focus on the customer and explore new ways of working. They are as follows:

Proactive communication with our customers across a range of outlets; telephone, text, email, letter and social media

Log and monitor feedback on the housing management system, ensuring requests and complaints are dealt with appropriately

Visiting customers in their home to deal with complaints/requests

Working with planners to arrange repair works and raise works orders

Reporting customer satisfaction across all teams

The ideal candidate for this role will have recent and relevant experience within a similar role and as such will be able to demonstrate a good understanding of customer engagement and satisfaction measures, along with providing a high level of communication to both staff and customers whilst adhering to Data Protection protocol.

You’ll work effectively and proactively with colleagues to improve customer satisfaction and resolve customer queries.

In this role you will need to:
Ensure a high standard of customer service

Be forward-thinking and offer solutions for customers

Work well as part of a team with a proactive attitude

What are we looking for?

You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of customer satisfaction and an understanding of how this is measured. You will have a background in customer service, and knowledge of the housing or construction sectors would be a distinct advantage.

Full driving licence and access to a car

Enhanced DBS check

Ability to use IT systems, particularly Word and Excel to accurately input, record and extract data

Excellent communication and interpersonal skills with a strong customer focus

Ability to work as part of a team with a positive and proactive attitude to change

Experience in a customer service environment dealing with complaints

Planned/responsive repairs knowledge/experience

Knowledge of the housing sector

NVQ in Customer Service

Basic repair knowledge

What can we offer you?

We know that people are our most valuable assets, so we offer a range of benefits including 28 days’ annual leave, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.

How to apply

If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes and send us a copy of your current CV.

The closing date is 20th May 2022, (but please note we reserve the right to close the vacancy early if we receive a large response).

Job Type: Full-time

Salary: £25,000.00-£30,000.00 per year

About Company

Company: Watford Community Housing –

Company Location:  Watford