Customer Support Officer

Reed; Barnsley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A customer support services provider in Barnsley is seeking a Customer Support Officer with a strong customer service background. This role involves addressing repair-related queries, handling complaints, and ensuring excellent customer experience in line with housing regulations. Ideal candidates have experience in resolving complex issues and understanding of repairs and housing law. The position offers a hybrid work model with benefits including ongoing support and training.

Benefits

Dedicated consultant for ongoing support

User-friendly online timesheet system

Free training and discount clubs

Healthcare options and Reed rewards

Pension schemes and paid holiday

Opportunities with UK employers

Qualifications

• Strong background in customer service, ideally within a high-pressure environment.
• Experience in handling and resolving complex issues across diverse service areas.
• Knowledge of repairs & maintenance, particularly damp, mould, and disrepair.
• Understanding of current housing issues, including housing law, policies, and practices.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Keep customers informed about the progress of their repair requests.
• Support implementation of service improvements within Repairs & Maintenance.
• Handle informal and formal complaints related to Repairs & Maintenance.
• Address routine and complex queries from customers effectively.
• Maintain progress records of complaints in compliance with GDPR.
• Liaise with service managers on outstanding actions.
• Produce routine performance data as required.
• Gather customer feedback and facilitate focus groups.
• Keep website and customer literature up-to-date.
• Identify needs for procedural changes based on customer insights.

Skills

Customer service background

Issue resolution skills

Knowledge of repairs & maintenance

Understanding of housing law

Ability to work independently and in a team

Job description

Customer Support Officer

• Location: Barnsley, S70
• Job Type: Hybrid, Full-time, Temporary Contract
• Salary: £14.36 per hour PAYE

Join our team as a Customer Support Officer, focusing on Damp, Mould, and Disrepair issues. This role is crucial in ensuring that our Repairs & Maintenance services are excellent, accessible, and compliant with the Government’s social housing regulatory framework and the Housing Ombudsman Complaint Handling code.

Day-to-day of the role:

• Keep customers well-informed about the progress of their repair and maintenance requests.
• Identify and support the implementation of service improvements within the Repairs & Maintenance service.
• Lead on handling both informal and formal complaints related to Repairs & Maintenance, working closely with the Customer Services Team.
• Address a diverse range of routine and complex queries, comments, and suggestions from customers, taking ownership to resolve issues effectively and efficiently.
• Record, maintain, and monitor the progress and outcomes of complaints, ensuring sensitive data is handled in compliance with GDPR regulations.
• Liaise with service managers to follow up on outstanding actions, including delayed responses or service improvements.
• Produce routine performance data as required by the Repairs and Maintenance Manager.
• Collaborate with the Customer Services and Engagement Team to gather and respond to customer feedback, and facilitate customer focus groups.
• Assist in keeping the website, customer-facing literature, and social media sites up-to-date.
• Identify needs for procedural changes or service improvements based on customer insights, complaints, and suggestions.
• Provide operational support as required by the Repairs & Maintenance team.

Required Skills & Qualifications:

• Strong background in customer service, ideally within a high-pressure environment.
• Experience in handling and resolving complex issues across diverse service areas.
• Knowledge of repairs & maintenance, particularly damp, mould, and disrepair.
• Understanding of current housing issues, including housing law, policies, and practices.
• Ability to work effectively both independently and as part of a team.

Benefits:

• Access to a dedicated consultant for ongoing support.
• Secure and user-friendly online timesheet system.
• Self-service portal for managing holiday requests, payslips, and other employment documents.
• Access to free training, discount clubs, healthcare options, and Reed rewards.
• Inclusion in pension schemes, paid holiday schemes, and maternity benefits.
• Opportunities to work with leading UK employers including local authorities, the NHS, and local SMEs.

To apply for this Customer Support Officer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.