Customer Care Officer - Business Support & Transformation
£19,554 - £21,166
Kirklees Neighbourhood Housing (KNH) is an Arms Length Management Organisation (ALMO) wholly owned by Kirklees Council (who are currently consulting on bringing the ALMO back into the Council).
We are responsible for the management of almost 22,000 council homes across Kirklees. Working with our communities it is our vision to provide, ‘Quality Homes and Services in successful communities’. We employ over 850 staff across six sites with a variety of roles which directly serve our customers and communities.
We are looking for someone to join our Customer Care Team who is compassionate and understanding and can bring a difficult conversation to a positive outcome. You should have experience working within the housing sector providing direct customer care. You will have great listening abilities with the skills to control a difficult or angry customer during a call. You should be passionate about investigating and resolving complaints and keeping customers and colleagues fully informed of progress.
The main method of contact with our customers is via telephone, email and messages received through the KNH website, and so you will need to be proficient in the use of ICT systems and have excellent oral and written communication skills. You will work closely with your team leader and the other members of the team to develop an understanding of the business and our systems; all of this will be done through remote screen sharing and video calls.
Due to COVID-19, the job will initially be home-based, this is a temporary arrangement which will remain under review, with the potential to be more office-based later time. This brings different challenges for a new employee, and so you must be able and willing to take the initiative in getting to know the teams across the business, as you will be expected to follow up calls.
As part of our Customer Care team you will have an opportunity to have a real influence and develop the way KNH uses customer feedback and complaints to bring about a range of service improvements to improve the overall customer experience.
In return, you get to join a great team who are supportive and welcoming. A competitive salary, entry into the Local Government Pension Scheme, including Life Assurance. A generous holiday entitlement of 27.5 days annual leave (increasing to 32.5 days with continuous service), plus bank holidays. We offer flexible working based on business needs, as well as access to a range of well-being support initiatives such as, Employee Assistance Programme, Employee Discounts.
28 September 2020, 12:00 PM