Customer Services Team Coordinator

Thrive Homes; Hemel Hempstead; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Thrive Homes recherche un coordinateur de l'équipe de services clients pour améliorer l'expérience client en résolvant des requêtes complexes. Dans ce rôle, vous agirez comme point d'escalade tout en soutenant l'équipe dans la performance et en assurant une communication efficace avec les parties prenantes. Ce poste flexible vous permet de travailler en bureau ou à distance, selon vos préférences.

Qualifications

• Excellentes compétences en communication pour interagir avec les équipes et les clients.
• Une expérience avérée dans le secteur du logement.
• Capacité à travailler dans un environnement orienté vers le service client.

Responsibilities

• Agir en tant que point d'escalade pour les problèmes clients complexes.
• Fournir un soutien expert sur les services de logement et de réparation.
• Former et encadrer les collègues pour atteindre les objectifs de service.

Skills

Communication

Organisation

Customer Focus

Tools

Microsoft Outlook

Microsoft Excel

CRM Systems

Job description

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Customer Services Team Coordinator, Hemel Hempstead

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Client:

Location:

Hemel Hempstead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

cc401eb5ebd9

Job Views:

7

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Permanent, Full Time

37 hours per week (Monday – Friday, Flexibility Negotiable)

Thrive Homes is seeking a Customer Services Team Coordinator; in this key role you will help us meet our promises to customers. You’ll achieve this by supporting the team and resolving escalated queries to improve customer experience and prevent complaints

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state-of-the-art offices.

Responsibilities:

· Act as the escalation point for unresolved, complex, or high-risk customer issues, ensuring efficient resolution in line with Thrive’s service standards.

· Provide expert advice and support across housing, repairs, and related services through multiple channels including phone, email, text, and written correspondence.

· Liaise with internal teams and external contractors to coordinate solutions, book appointments, and ensure timely updates to customers, tracking progress to resolution.

· Proactively reach out to customers via email, text, phone, and letter to provide timely updates and solutions.

· Issue compensation where appropriate and escalate out-of-policy decisions or concerns requiring senior attention to prevent complaints.

· Support team performance by coaching, training, and guiding colleagues to follow documented processes, contributing to QA checks and achievement of service targets.

· Assist with recruitment, onboarding, and documenting standard operating procedures to ensure consistency in service.

· Oversee team rotas and provide day-to-day support to ensure adequate coverage and smooth service delivery.

· Deputising for the Team Leader when required and undertaking other reasonable duties.

Requirements:

· Customer focused with excellent communication skills to liaise with teams, contractors and customers alike.

· Excellent knowledge of the housing sector and Thrive’s internal policies and processes

· Organised and deadline driven.

· Skilled in using Microsoft applications (Outlook, Excel) and CRM and scheduling systems (full training provided).

· You will have a proven track record of our key deliverables, achieved through experience or education.

· Your ability to role model our core behaviours is as important as technical expertise.

· You must be able to support a culture founded in trust and respect for everyone.

Closing date: 13th June 2025

Interviews Dates: To be confirmed

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.