Customer Service Team Leader Loughton, Essex Full time, Permanent 30,000 - 34,000 PA depending on experience Working for a Social Housing Contractor Must have a Full UK Driving License and access to your own Vehicle Hybrid working The purpose of the role: Due to growth within the team, we are looking for a team leader to support the team in providing an exceptional experience for our customers. To proactively engage with customers and colleagues to provide a comprehensive customer satisfaction, after care and feedback service. Remuneration : The salary: The ideal candidate will join us on a full-time basis in return for a salary between 30,000 - 34,000 per annum. Exact salary will reflect your experience and skill set. You will also receive other benefits including: - Opportunity to earn a performance related cash bonus of up 15% of salary - Pension scheme contributions set at 7% of salary - Life Insurance cover at 4 x your annual salary - Private healthcare - 25 days a year holiday, plus bank holidays Your key responsibilities will include: 1. Provide leadership and support to the Customer Experience Team (CX Team) 2. Develop, monitor and review performance measures for the CX team, ensuring they function as a high performing team whilst also imbedding company values. 3. Ensure your team is trained and developed to support their requirements and the successful completion of their roles. 4. Promoting high levels of communication with customers within the team and across QPS. 5. Work in partnership with the end client's Complaints Team, resolving complaints in line with the Housing Ombudsman's Complaint Handling Code. 6. Oversee the after-care process during and following damp, mould and condensation works within timescales. Keeping customers updated with appointments and following up with regular checks. 7. Reporting on customer satisfaction following damp, mould and condensation works and monitoring trends. 8. Monitor and compile the outcomes of customer satisfaction surveys for distribution amongst all staff. 9. Learning from feedback by reviewing trends and provide insight into how we can improve the customer experience and share this with other teams. 10. Producing communications to publicise the improvements we have made as a result of feedback from customers and promote positive feedback. 11. Oversee a Customer Panel encouraging customer engagement to review new processes, be involved in testing new systems and handling of complaints. 12. Monitoring and responding to Google Reviews. 13. To visit customers in their home, where necessary, to facilitate the smooth running of repairs or to provide a face-to-face service when dealing with complex complaints. 14. To log and assist the managers with providing evidence regarding Legal Disrepair claims and ensuring any timescales for replies are met. 15. To represent us professionally in meetings and forums. 16. To undertake flexible working patterns as required to provide effective, customer-focussed services. 17. To provide cover in terms of administration and general cover on the phones as required Corporate 18. Ensure our customer service and delivery is excellent and continually improves. 19. Ensure that our instruction and policies are implemented. 20. Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained. 21. Participate in projects to achieve the most effective services possible for the community, partners and the organisation. Duties should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other duties, commensurate with the grading of the post, without changing the general character of the post. Required knowledge and skills: General maintenance, repairs and damp & mould knowledge advantageous, but not essential. Good communication and social skills with a strong customer focus. To maintain an effective and professional approach at all times. Work with colleagues, other staff, customers and partners to provide efficient and effective services. Ability to problem solve, balancing customer needs with targets and constraints. Provide advice and guidance to customers. Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines. Ability to challenge constructively and positively. Good knowledge of ICT systems, including software packages such as Microsoft Excel, PowerPoint etc. Ability to create insightful reports on customer feedback data and ability to evaluate and draw out conclusion Knowledge within the Social Housing Sector Required qualifications and experience: An experienced Team Leader who can engage their team to continuously improve and deliver a first-class customer experience. Previous experience of working in a customer-focussed environment. Experience of handling feedback from first contact through to a successful resolution. Experience of dealing with complex situations. Previous experience of dealing with feedback from customers over the phone, in writing and in person. Relevant qualification or equivalent working experience in complaint handling and customer service. Demonstrate a good awareness of safeguarding issues commensurate with the role. A satisfactory DBS check is required as part of this role Full driving licence Access to a vehicle, for travel to and from sites with business use insurance. Customer Service Team Leader Loughton, Essex Full time, Permanent 30,000 - 34,000 PA depending on experience Working for a Social Housing Contractor Must have a Full UK Driving License and access to your own Vehicle Hybrid working
May 08, 2024
Full time
Customer Service Team Leader Loughton, Essex Full time, Permanent 30,000 - 34,000 PA depending on experience Working for a Social Housing Contractor Must have a Full UK Driving License and access to your own Vehicle Hybrid working The purpose of the role: Due to growth within the team, we are looking for a team leader to support the team in providing an exceptional experience for our customers. To proactively engage with customers and colleagues to provide a comprehensive customer satisfaction, after care and feedback service. Remuneration : The salary: The ideal candidate will join us on a full-time basis in return for a salary between 30,000 - 34,000 per annum. Exact salary will reflect your experience and skill set. You will also receive other benefits including: - Opportunity to earn a performance related cash bonus of up 15% of salary - Pension scheme contributions set at 7% of salary - Life Insurance cover at 4 x your annual salary - Private healthcare - 25 days a year holiday, plus bank holidays Your key responsibilities will include: 1. Provide leadership and support to the Customer Experience Team (CX Team) 2. Develop, monitor and review performance measures for the CX team, ensuring they function as a high performing team whilst also imbedding company values. 3. Ensure your team is trained and developed to support their requirements and the successful completion of their roles. 4. Promoting high levels of communication with customers within the team and across QPS. 5. Work in partnership with the end client's Complaints Team, resolving complaints in line with the Housing Ombudsman's Complaint Handling Code. 6. Oversee the after-care process during and following damp, mould and condensation works within timescales. Keeping customers updated with appointments and following up with regular checks. 7. Reporting on customer satisfaction following damp, mould and condensation works and monitoring trends. 8. Monitor and compile the outcomes of customer satisfaction surveys for distribution amongst all staff. 9. Learning from feedback by reviewing trends and provide insight into how we can improve the customer experience and share this with other teams. 10. Producing communications to publicise the improvements we have made as a result of feedback from customers and promote positive feedback. 11. Oversee a Customer Panel encouraging customer engagement to review new processes, be involved in testing new systems and handling of complaints. 12. Monitoring and responding to Google Reviews. 13. To visit customers in their home, where necessary, to facilitate the smooth running of repairs or to provide a face-to-face service when dealing with complex complaints. 14. To log and assist the managers with providing evidence regarding Legal Disrepair claims and ensuring any timescales for replies are met. 15. To represent us professionally in meetings and forums. 16. To undertake flexible working patterns as required to provide effective, customer-focussed services. 17. To provide cover in terms of administration and general cover on the phones as required Corporate 18. Ensure our customer service and delivery is excellent and continually improves. 19. Ensure that our instruction and policies are implemented. 20. Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained. 21. Participate in projects to achieve the most effective services possible for the community, partners and the organisation. Duties should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other duties, commensurate with the grading of the post, without changing the general character of the post. Required knowledge and skills: General maintenance, repairs and damp & mould knowledge advantageous, but not essential. Good communication and social skills with a strong customer focus. To maintain an effective and professional approach at all times. Work with colleagues, other staff, customers and partners to provide efficient and effective services. Ability to problem solve, balancing customer needs with targets and constraints. Provide advice and guidance to customers. Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines. Ability to challenge constructively and positively. Good knowledge of ICT systems, including software packages such as Microsoft Excel, PowerPoint etc. Ability to create insightful reports on customer feedback data and ability to evaluate and draw out conclusion Knowledge within the Social Housing Sector Required qualifications and experience: An experienced Team Leader who can engage their team to continuously improve and deliver a first-class customer experience. Previous experience of working in a customer-focussed environment. Experience of handling feedback from first contact through to a successful resolution. Experience of dealing with complex situations. Previous experience of dealing with feedback from customers over the phone, in writing and in person. Relevant qualification or equivalent working experience in complaint handling and customer service. Demonstrate a good awareness of safeguarding issues commensurate with the role. A satisfactory DBS check is required as part of this role Full driving licence Access to a vehicle, for travel to and from sites with business use insurance. Customer Service Team Leader Loughton, Essex Full time, Permanent 30,000 - 34,000 PA depending on experience Working for a Social Housing Contractor Must have a Full UK Driving License and access to your own Vehicle Hybrid working
Job Opportunity: Housing Standards Officer (Temporary) Position: Housing Standards Officer Contract: Temporary, ASAP - 3 Month Contract Possibility of Extension: Yes, based on performance Pay Rate: 32.12 per hour (PAYE) Working Hours: 37 hours per week, Monday to Friday, 09:00 - 17:00 Location: CH65 0BE Job Purpose: To Raise housing standards through advice, advocacy and enforcement in the private sector. To assist the Team Leader in delivering and promoting excellent services to the people of Cheshire West and Chester and beyond as required. Key Responsibilities: Inspections, investigations and surveys of private sector properties to identify their condition concerning all relevant legislation, standards and guidance. Preparation of specifications and schedules of repair work and assessment of the progress and quality of such works. Resolution of complaints relating to private sector housing matters, e.g., disrepair, HHSRS hazards, overcrowding, harassment, illegal eviction, houses in multiple occupations (HMO) licensing, empty properties, accreditation and immigration inspections by statutory provisions and council policy. Advise the Team Leader on contraventions and commence appropriate enforcement action where appropriate with reference to the full range of legislation relevant to housing conditions, including preparation and service of legal notices, and statements, attending court and providing evidence as a representative of the council. Liaison with other council units (e.g. Benefits, Building Control, Planning, Housing Solutions, Nuisance Team), Landlords, Contractors, Ward Councilors, the Fire Authority and other outside organisations to achieve improvements in the condition/management of the private sector housing stock. Qualifications and Experience: Corporate membership of a relevant professional body (CIH, RICS, CIEH) Provision of housing advice, including dealing with overcrowding, harassment and illegal evictions Housing law enforcement, including HMOs and HMO licensing and empty properties Identification of housing defects and appropriate remedial action under HHSRS Preparation of schedules of work and supervising building work on site Awareness of wider private-sector housing issues Knowledge of current private sector housing law, including practical application of the Housing Health and Safety Rating System (HHSRS), PACE and HMO legislation/licensing. Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases therefore also agreeing to be represented by i-jobs with respect of the vacancy you're applying.
May 08, 2024
Contractor
Job Opportunity: Housing Standards Officer (Temporary) Position: Housing Standards Officer Contract: Temporary, ASAP - 3 Month Contract Possibility of Extension: Yes, based on performance Pay Rate: 32.12 per hour (PAYE) Working Hours: 37 hours per week, Monday to Friday, 09:00 - 17:00 Location: CH65 0BE Job Purpose: To Raise housing standards through advice, advocacy and enforcement in the private sector. To assist the Team Leader in delivering and promoting excellent services to the people of Cheshire West and Chester and beyond as required. Key Responsibilities: Inspections, investigations and surveys of private sector properties to identify their condition concerning all relevant legislation, standards and guidance. Preparation of specifications and schedules of repair work and assessment of the progress and quality of such works. Resolution of complaints relating to private sector housing matters, e.g., disrepair, HHSRS hazards, overcrowding, harassment, illegal eviction, houses in multiple occupations (HMO) licensing, empty properties, accreditation and immigration inspections by statutory provisions and council policy. Advise the Team Leader on contraventions and commence appropriate enforcement action where appropriate with reference to the full range of legislation relevant to housing conditions, including preparation and service of legal notices, and statements, attending court and providing evidence as a representative of the council. Liaison with other council units (e.g. Benefits, Building Control, Planning, Housing Solutions, Nuisance Team), Landlords, Contractors, Ward Councilors, the Fire Authority and other outside organisations to achieve improvements in the condition/management of the private sector housing stock. Qualifications and Experience: Corporate membership of a relevant professional body (CIH, RICS, CIEH) Provision of housing advice, including dealing with overcrowding, harassment and illegal evictions Housing law enforcement, including HMOs and HMO licensing and empty properties Identification of housing defects and appropriate remedial action under HHSRS Preparation of schedules of work and supervising building work on site Awareness of wider private-sector housing issues Knowledge of current private sector housing law, including practical application of the Housing Health and Safety Rating System (HHSRS), PACE and HMO legislation/licensing. Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases therefore also agreeing to be represented by i-jobs with respect of the vacancy you're applying.
This role We are recruiting for a Regional Property Manager to oversee a team of Surveyors and Project Support Officer carrying out the management of legal Disrepair cases, Leaseholder Alteration Requests, Complaints, Complex Repairs/Renewals, Major voids across the MTVH stock in North London. You will manage contractors in line with contracts, seeking continuous improvement and ensure clear communication with all parties and monitor and provide reports on performance for all KPI's with commentary to support. To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service, once an offer of employment is made. What you'll need to succeed Strong leadership skills and background in managing a team working on Complex repairs Experience of Contract Management essential Proven competency with building pathology History of dealing with customers from different backgrounds, and delivering a positive and transparent service Experience of analysing customer feedback to achieve service improvements Attention to detail and accuracy in reporting Experience of working with external stakeholders Experience of dealing with customers and responding to customer enquiries on the phone and in writing Strong Leadership skills and the ability to manage a varied and demanding workforce A self-starter who isn't afraid of challenge Desirable Housing Experience or working in a related field Must have car and business insurance. What's in it for you? Our benefits include: - 28 days annual leave plus 8 bank holidays (pro rata for part time) per year 2 volunteering days per year for things like helping out in local communities An additional 'Beliefs day' once a year to have an extra a day off Enhanced pension with matched contributions of up to 9% Life assurance cover 3 x your salary Health cash plan scheme for your everyday healthcare needs which you can add your family members too Tenancy deposit -; interest free loan to help with rental deposits Access to extensive learning and training opportunities with Wisebox platform Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues Career progression across the organisation with our mentoring programme and apprenticeships We are committed to the wellbeing of our colleagues and support this as an organisation About us Learn more about our benefits and organisation by viewing our attached document Our promise Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively 'Serving people better every day' to educate, support and develop all of our diverse employees and the communities that we serve. We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other's wellbeing. Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together! We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment. Job Type: Full-time Salary: £51,775.00-£54,500.00 per year
Dec 17, 2022
Full time
This role We are recruiting for a Regional Property Manager to oversee a team of Surveyors and Project Support Officer carrying out the management of legal Disrepair cases, Leaseholder Alteration Requests, Complaints, Complex Repairs/Renewals, Major voids across the MTVH stock in North London. You will manage contractors in line with contracts, seeking continuous improvement and ensure clear communication with all parties and monitor and provide reports on performance for all KPI's with commentary to support. To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service, once an offer of employment is made. What you'll need to succeed Strong leadership skills and background in managing a team working on Complex repairs Experience of Contract Management essential Proven competency with building pathology History of dealing with customers from different backgrounds, and delivering a positive and transparent service Experience of analysing customer feedback to achieve service improvements Attention to detail and accuracy in reporting Experience of working with external stakeholders Experience of dealing with customers and responding to customer enquiries on the phone and in writing Strong Leadership skills and the ability to manage a varied and demanding workforce A self-starter who isn't afraid of challenge Desirable Housing Experience or working in a related field Must have car and business insurance. What's in it for you? Our benefits include: - 28 days annual leave plus 8 bank holidays (pro rata for part time) per year 2 volunteering days per year for things like helping out in local communities An additional 'Beliefs day' once a year to have an extra a day off Enhanced pension with matched contributions of up to 9% Life assurance cover 3 x your salary Health cash plan scheme for your everyday healthcare needs which you can add your family members too Tenancy deposit -; interest free loan to help with rental deposits Access to extensive learning and training opportunities with Wisebox platform Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues Career progression across the organisation with our mentoring programme and apprenticeships We are committed to the wellbeing of our colleagues and support this as an organisation About us Learn more about our benefits and organisation by viewing our attached document Our promise Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively 'Serving people better every day' to educate, support and develop all of our diverse employees and the communities that we serve. We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other's wellbeing. Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together! We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment. Job Type: Full-time Salary: £51,775.00-£54,500.00 per year