Job Title: Customer Experience Advisor
Department: Customer Experience Hub
Location: Bradford
Salary: £24,000 per annum, rising to £25,000 after a successful probation
About the Role:
As a Customer Service Advisor in our Customer Experience Hub, you will provide assurance, assistance and practical support to Anchor colleagues and our customers. You will also play a pivotal role in managing and resolving complaints to ensure an excellent service for our tenants and stakeholders. The key focus is on maintaining positive relationships, actively listening to concerns, and providing comprehensive solutions. You'll collaborate with different departments, contribute to continuous service improvement, and ensure compliance with regulations.
Key Accountabilities and Decision Making:
Investigate and resolve complaints promptly, taking ownership from start to finish.
Communicate with customers in a clear, professional, and compassionate manner, managing expectations and providing regular updates.
Oversee future actions identified in closure correspondence, acting as the main point of contact until completion.
Act as a mediator between customers and relevant departments for timely and fair resolution.
Maintain organized records of complaints, resolutions, and contribute to trend analysis and improvement initiatives.
Encourage feedback from customers to enhance service delivery and satisfaction.
Stay updated on regulations, policies, and industry best practices.
Collaborate with colleagues to ensure consistent and effective complaint resolution.
Knowledge and Skills:
Familiarity with relevant regulations and guidelines.
Thorough understanding of company policies, conflict management strategies, and industry best practices.
Exceptional customer service skills with a focus on complaint resolution.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Proficiency in office applications and relevant IT systems.
Experience and Qualifications:
Previous customer-facing role experience, ideally within housing associations or property management.
Demonstrated experience in complaint handling and conflict resolution.
Educated to GSCE level C or above in Maths and English or equivalent.
