Customer Contact Officer - Full Time

Customer Contact Officer - Full TimeLocation: Head Office - DidsburyYou''ll be the first point of contact for our customers and often colleagues for a wide range of queries that will be received through various contact methods. You''ll work in a fast paced and busy Customer Hub with a focus on providing excellent timely resolution for our customers and colleagues. Every day and every enquiry is different, but you will have plenty of support around you to enable you to deliver the level of service expected, including peer to peer support, specialists and managers who are all easily accessible to provide the coaching and guidance needed. What you''ll be doing Responding to a range of customer and colleague queries which will include raising repairs, rent account management, tenancy related issues, ASB queries, re-housing advice and complaints. Responding to these enquiries in a timely manner through a range of ways such as over the phone, by email and by webchat in line with our quality guidelines and service standards. Providing guidance and assistance to customers to enable them, where possible, to resolve issues themselves or where appropriate signpost to other agencies who can support them. Managing difficult situations and customers, but knowing when to escalate more complex queries to the Neighbourhood Colleagues, Specialists or Team Managers. Identifying safeguarding concerns and ensure they are dealt with promptly and in line with our guidelines. Ensuring that clear, ..... full job details .....