Customer Care Officer - Housing Property

We are looking for an enthusiastic Housing Property Services Customer Care Officer to become a valued member of our dynamic team.

In this rewarding position, you will be at the forefront of providing exceptional service to our tenants and residents, ensuring their needs are met across face-to-face, telephone, and online platforms.

Main purpose of the role:
As a Housing Property Services Customer Care Officer, your primary responsibility will be:

managing and resolving complaints
ensuring high levels of customer satisfaction
You will:

handle sensitive and complex issues with professionalism while promoting a culture of continuous improvement

Key responsibilities:

· Customer interaction: Provide a high standard of customer service across all channels (face-to-face, phone, and online), ensuring all queries are dealt with efficiently and professionally.

· Complaint management:

Act as the main point of contact for complaints within the repairs service, liaising with key team members to ensure timely and effective resolutions.

· Record maintenance:
Accurately log complaints, inquiries, and relevant correspondence on our customer relationship management (CRM) system, ensuring all records are up-to-date.

· Customer updates: Track outstanding complaints and actions, ensuring residents are informed and updated in a timely manner.

· Advocacy and support: Advocate on behalf of customers, working with other service areas and external agencies to resolve complex issues.

·Challenging interactions: Handle difficult customer interactions with empathy, professionalism, and sound judgment.

· Assisted digital support: Provide assistance to residents who require help accessing our online resources or making changes to their details.

· Data management: Support the team in developing reports on complaints, service improvements, and key performance indicators to drive positive change., Join us in making a difference to our community and ensuring excellent service for all our residents. We look forward to hearing from you!

Candidates must possess the necessary right to work authorisation to enable them to work for Chesterfield Borough Council. Regrettably, we are unable to provide sponsorship or assume sponsorship of an employment visa at this juncture.

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

· Competitive salary: Enjoy a highly competitive salary package.

· Generous leave entitlement: Benefit from a robust leave package to ensure a good work-life balance.

· Pension scheme: Access an attractive pension plan.

· Employee benefits: Enjoy a wide range of additional benefits available to Chesterfield Borough Council employees.

· Personal development: We are committed to your growth, offering continuous training and development opportunities to support your career progression.