Job Description

Customer Experience Administrator- Homes and Community Department, Trident Group

Birmingham

£27,385.37 per annum

37.5 hours per week

About the role

Trident are recruiting to a new position within the Customer Experience Service in our Homes and Communities department. We are looking for a person with confident communication skills, both written and verbal, and a good eye for detail that can lead in the administration of an effective complaint handling and resolution service to all Trident Group customers.

You will be motivated and committed to working in accordance with the organisation’s Complaints Policy and Procedure, Compensation Policy and Procedure and the Housing Ombudsman’s Complaint Handling Code.

Effectively utilising our housing management system and resources to maintain comprehensive and accurate records will provide Key Performance Indicators and satisfaction measures to our internal and external stakeholders that will drive forward the delivery of outstanding services to our customers.

Liaising with colleagues across the organisation to ensure a resolution- focussed approach is adopted that is supported by invites to weekly complaints meetings, learning and development opportunities and effective information-sharing.

If you feel ready for a challenging role that will make a real difference to the services our customers receive we want to hear from you. The successful person will need to have a good working knowledge of housing legislation, regulatory requirements, Consumer Standards, Charter for Social Housing, Residents and Customer Engagement Strategies and the Housing Ombudsman’s Complaint Handling Code.

Key Responsibilities Include:

• To record and maintain accurate records for the high volume of often complex customer complaints (across multiple communication channels), that arise daily, ensuring that complaint cases are opened, information is saved to the case and response timescales are adhered to.

• Be a first point of contact to assist and provide expert advice on complaints handling, communicating professionally with complainants and their representatives.

• To collate data for Key Performance Indicator reports and monitoring which includes extracting from response letters actions taken, lessons learnt and changes to practice.

• Delivering accurate information to customers and reports to the business, preparing for and supporting at Complaints Meetings, Complaints Panel meetings and learning and development opportunities.

• Ensure that satisfaction surveys are completed when a complaint is closed and support with the reporting of Tenant Satisfaction measures monthly, quarterly and annually.

Skills Required

• admin