Customer Service Officer

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Experience Officer to enhance resident satisfaction through empathetic and efficient service. In this role, you will tackle day-to-day queries, support complaint resolution, and ensure adherence to service standards. Your contributions will directly impact the quality of service provided to residents, making this a vital position within the organization. Join a dynamic team dedicated to continuous improvement and delivering exceptional customer experiences.

Qualifications

• Experience in customer service roles, demonstrating empathy and effective communication.
• Ability to manage multiple queries and complaints efficiently.

Responsibilities

• Respond to customer queries across various channels in a timely manner.
• Support the Customer Manager in addressing complaints and ensuring service standards.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

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As a Customer Experience Officer, you will respond to the needs of our residents with empathy and pace by responding to and actioning day-to-day queries and requests, as well as working towards longer-term goals to deliver an excellent level of service to all residents.

Support the Customer Manager to investigate and respond to complaints and enquiries within specified time scales and action any outcomes.

Provide effective administration to the wider housing management and customer services team.

Key Responsibilities: Customer Focus

• To provide a consistently outstanding service that demonstrates our corporate values, ensuring a timely resolution to customer queries.
• To ensure that customer services are delivered in accordance with specified standards and agreed policies and procedures to customers.
• To take ownership and responsibility for any service-related complaints/queries from customers, ensuring that the customer experience is positive, professional, and within set timescales at all times.
• Respond to customer queries from multiple channels (such as telephone, email, social media) within a timely manner.
• Liaise with the repairs manager to ensure a smooth and timely service to customers raising repair requests.
• Contribute to discussions concerning the gathering of tenant feedback and continually gather anecdotal feedback from residents using services.
• Ensure all KPI and LPI targets and objectives are met.
• Organise and participate in customer meetings.