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Job title - Housing Complaints Coordinator Location -Farringdon EC1M (hybrid working 2/3 days from home) Contract - Temp Ongoing Hours - Full TimeThe Role Summary Are you passionate about resolving customer complaints effectively and efficiently? Our client is seeking a dynamic and organised Complaint Coordinator to join their team.
As a Complaint Coordinator, you will play a vital role in ensuring timely responses and high-quality resolution of housing-related complaints.
If you have excellent communication skills, a logical approach to problem-solving, and a commitment to customer satisfaction, we want to hear from you! Your key duties within the role will include:
Engage with residents primarily over the phone to understand and address their complaints within specified timeframes.
Acknowledge complaints and provide comprehensive summaries to the Home Management Team, ensuring clear understanding of required actions.
Differentiate between service requests and complaints, allocating complaints to the appropriate caseworker.
Monitor service responses and ensure adherence to established timeframes.
Maintain up-to-date case records and upload supporting evidence.
Proactively communicate with customers, providing updates and requesting extensions when necessary to achieve effective complaint resolution.
Coordinate responses to inquiries from MPs and Councillors.
Demonstrate a customer-centric approach, prioritising sensitivity, fairness, and resolution-focused actions.
Exemplify the organisation's values in all interactions and tasks.
Adapt communication style to suit various audiences, subjects, and individual preferences.
Initiate compensation processes when appropriate.
Track and monitor action plans associated with complaint resolution.
Key requirements
Knowledge of the housing sector.
Familiarity with the Housing Ombudsman code of practice.
Understanding of complaints policies and procedures.
A logical, thorough, and analytical approach to problem-solving.
Exceptional written communication skills, capable of delivering clear, concise, and compelling messages.
Excellent interpersonal skills, demonstrating empathy while effectively managing conflicts.
Ability to manage customer expectations and communicate the scope of possible actions.
Results-oriented mindset, working efficiently and accurately within designated timeframes.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk ....Read more...
Type: Contract Location: City of London, England
Start: ASAP
Salary / Rate: Up to £13.74 per hour
Posted: 2023-06-02 10:13:02
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Job Title: : Customer Contact Officer Locations: Manchester (M21 7QP) Contract Type: 3 months Work Pattern: 35 hours per week Start Date: Asap Pay Rate: £15.04 p/h UmbrellaYou will act as first point of contact for customers and often colleagues for all repair related queries that have been received.
The role is a fast-paced environment with focus on delivering and providing excellent customer service and timely resolutions for customers and colleagues.Job Role -
Managing customer expectations about services on offer and have a good understanding of the customers responsibilities during tenancy.
Working predominately on repairs, your responsibility will deal with all aspects of repair and damaged related queries from customers and colleagues.
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.
Ensure that clear, comprehensive, and timely records are logged into our systems for all contacts.
Suitable Candidates experience: -
Experience on working within a customer focussed role.
Experience of responding, handling and resolving challenging customer queries.
Be comfortable making decisions supported by knowledge and experience.
To be able to build effective relationships with colleagues in order to liaise and find correct information to resolve issues.
Experience in Microsoft Office.
Good organisation skills.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Sale, England
Start: ASAP
Duration: 3 Months
Salary / Rate: Up to £15.04 per hour + Umbrella
Posted: 2023-06-01 09:29:56
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Job Title: Customer Service Advisor Locations: Humberside, Hull Contract Type: FTC - 6 months Work Pattern: 15 hours per week Pay Rate: £9,473.92You will act as first point of contact for customers and ensuring an appropriate service is provided to all customers, to identify any needs such as vulnerability and diversity and ensure that equality of service is offered.
The role is a fast-paced environment with focus on delivering and providing excellent customer service and timely resolutions for customers and colleagues.Job Role -
Providing a front-line service for any enquiries from customers via phone, emails and face to face and resolve the enquiry by understanding the customers concerns and offering all suitable options to resolve it.
Responding to these enquiries in a timely manner and ensuring 80% resolution on all issues.
Ensure that clear, comprehensive, and timely records are logged into our systems for all contacts.
Follow up complex customer enquiries to ensure they are resolved to a high standard.
Carry out additional administration tasks required that relate to resolving customer contacts.
Provide same service to staff relating to customer enquiries.
Suitable Candidates experience: -
Experience on working within a customer focussed role.
Experience of responding, handling and resolving challenging customer queries.
Experience in customer service soft skills including empathy and taking ownership.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: East Riding of Yorkshire, England
Start: ASAP
Duration: 6 Months
Salary / Rate: Up to £9473.9200 per annum
Posted: 2023-05-26 11:00:12
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Account Manager Remote with some office working (London) throughout the year£30,000 to £35,000 Permanent, Full-Time, 40hrs p/w, 09:00 – 18:00 Due to continued growth, our client, a leading energy consultancy, is now looking to expand their team and are searching for a forward-thinking Account Manager who is keen to get stuck in and help grow the company to meet their ambitious goals.The successful candidate will be based in the client management team which is responsible for developing new and nurturing existing client relationships by working to design and maintain client energy management and procurement strategies while managing day to day requirements of clients as they arise.Experience: Due to the nature of the role, applicants must have previous experience working within the energy industry.
You will also need experience in:Recharging, fixed and flex procurement, cost and consumption tenancy reporting, meter installation, change of tenancy, Skills Required for the Account Manager: Account management, leadership, working knowledge of the energy industry, problem solving, strong written and verbal communication and numeracy.The Role:The role of Account Manager is integral within the Client Management Team, which services multi-site corporate clients.
A high level of service is required to help customers reach their goals and rectify any issues that arise on their accounts.Initially, the role will involve:
Working through the company training program modules to ensure the basics of energy procurement and management are in place.Learning your way around the software platforms, from a client facing and internal management perspective. Working with company directors and customers to develop and implement project roll-out plans. Chairing quarterly customer meetingsPresenting to customers and internal team membersInbox monitoring and task delegationSpecialist client projectsRelaying and monitoring Account Executive and Data Executive Tasks.Liaising with national and international clients in person and on the phone about various projects.
After training, some other aspects of the role will be:
Setting up new portfolios and sitesOrganising site surveys for meter identificationOrganising electric & gas supply contract tenderingMeter operator contract tenderingManaging disconnection noticesManaging transfer objections Organising the installation of new energy supplies including ground works and metering. Data Management, Cost Analysis and Reporting.
Westin Par Recruitment Experts acts as an employment agency for permanent recruitment.
By applying for this job, you accept the Terms &Conditions, Privacy Policy and Data Protection and Information Security Policy which can be obtained from Westin Par.Due to the high volume of applicants applying for all roles, we can only reply to candidates with the most relevant skills and experience.
If you have not heard back from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.Do not hesitate to contact us about this or any other roles. ....Read more...
Type: Permanent Location: London
Start: 31/05/2023
Duration: Permanent
Salary / Rate: £30k - 35k per year + Benefits
Posted: 2023-05-24 15:22:03
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Account Executive - Energy SectorRemote with some office working (London) throughout the year £24,000 to £28,000 starting salary 9:00 – 18:00 M-F Due to continued growth, our client, a leading energy consultancy, is now looking to expand their team and are searching for a forward-thinking individual who is keen to get stuck in and help grow the company to meet their ambitious goals. The successful candidate will be based in the client management team which is responsible for developing new and nurturing existing client relationships by working to design and maintain client energy management and procurement strategies while managing day to day requirements of clients as they arise.Experience: Applicants must have previous experience working within the energy industry.The RoleThe role on offer is working within the Client Management Team, which services mutli-site corporate clients.
With sites all over the UK, our clients require a high level of service to help them to reach their goals and rectify any issues that arise on their accounts from day to day.Initially the role will involve:- Working through the clients training program modules to gain and understanding of their systems and how they operate.- Learning your way around the software platforms, from a client facing and internal management perspective.- Gaining in depth knowledge of the commercial energy market and services.- Responding to client requests and requirements as they occur.- Liaising with national and international clients in person and on the phone about various projects.- Representing the organisation as a capable and reliable person for their clients to rely on.Moving forward the job will also include:- Setting up new sites and portfolios- Raising and responding to tasks within the client’s systems- Liaising with their procurement team to run client tenders- Present tender results and provide industry insight to clients.- Managing disconnection notices from suppliers or third parties- Managing supply transfer objections.- Reviewing Consumption Alerts, Usage Analysis, Consumption Profiling- Specialist Client Projects- Monthly KPI Reporting- Metering Demise allocations- Working with the data team to ensure data completeness and accuracy.- Reviewing and expanding the clients service offerings.- Working with in house software developers to enhance systems from a management perspective by designing new system functionality.- Assisting clients to reach Net Zero targets.Person SpecFirst of foremost, my client is seeking someone who is driven and proactive, able to identify what the client needs and responds before being asked.Skills & Experience Spec- Account Executive Experience- Exposure to Working with Corporate Clients- General Working Knowledge of the Energy Industry- Problem Solving Skills- Time Management Skills- Clerical Experience- Strong Written and Verbal Communication Skills- Strong Numeracy Skills The Benefits- Holiday 20 Days per annum initially- Fun working atmosphere- Company pension scheme- Ongoing training Westin Par values diversity and promotes equality.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies, we are acting as an Employment AgencyDue to the high volume of applicants applying for all roles, we can only reply to candidates with the most relevant skills and experience.
If you have not heard back from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.Do not hesitate to contact us about this or any other roles. ....Read more...
Type: Permanent Location: Remote
Start: 31/05/2023
Duration: Permanent
Salary / Rate: £24k - 28k per year + Benefits
Posted: 2023-05-24 15:21:56
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Service Care Solutions are currently recruiting for a Band 5 Patient Relations Complaints Officer to work within the NHS on a ongoing temporary agency contact.
This role will be based in the Birmingham area.
Hours 37.5 hours per week (Monday - Friday) 9am - 5pmRate £17.10 PAYE - Paid weekly through direct engagement Inclusive of Holiday and PensionMain Duties The Patient Relations Officer in Complaints will work in partnership with the divisional manager to ensure effective handling of complaints within there assigned areas of responsibility, which could involve duties such as:
Sensitively and compassionately liaising with patients, families, carers and complainants to obtain relevant information that they possess that will support the investigation of their concerns.
Working in a person-centred way in line with the requirements of current NHS Complaints and associated legislation, to liaise directly with complainants in order to facilitate resolution of their complaints.
At all times, working with sensitivity, diplomacy, professionalism and integrity and deliver high standards.
Directly managing their own caseload, including highly complex and sensitive complaints information, and provide support and advice to divisional staff to ensure thorough, timely and effective complaint investigations that meet the standards and KPIs set by the NHS Complaints legislation and local requirements.
Risk assessing and processing new complaints in line with the Patient Relations policy and procedures, providing signposting where necessary and appropriate.
Using risk assessment frameworks and guidance to identify risk and take responsibility for the appropriate escalation of complaints and concerns where there is or appears to be a risk to the safety and wellbeing of patients, NHS and staff or members of the public.
Planning, organising and co-ordinating complaints investigations and responses
Ensuring completion of complaints handling is in line with NHS complaint legislation, frameworks, internal policies and guidance.
Where cases are at risk of breaching timescales, to escalate this at the earliest opportunity.
Writting professional complaint responses, ensuring good grammar, consistent approach and a professional style suitable for the reader, before gaining approval via the quality assurance process in readiness for the Chief Executive to sign.
Benefit of Service Care Solutions
Excellent pay rates
Exceptional referral bonuses
Approved supplier to over 400 organizations nationwide
Nationwide provider to over 40 different NHS trust & private organisations
Subsidised training/ FREE mandatory training
Dedicated and experienced one-to-one consultant support
DBS checks provided via online services free of charge
Frequent notifications for upcoming opportunities via text and email
If this role sounds of interest to you please send your CV over to harry.greenhalgh@servicecare.org.uk or call on 01772 208953.
Full job spec on request
....Read more...
Type: Contract Location: Birmingham, England
Salary / Rate: Up to £17.10 per hour
Posted: 2023-05-24 15:05:54
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Job Title: Repairs Call Handler Location of the job: Maidstone ME14 (office based only) Contract type: Temporary (potential temp to perm) Weekly hours: 37 hours Working hours: Monday-Friday covering a rota active from 7:30 AM to 6 PM Start date: ASAPJob Purpose The role of the repairs call handler is to handle a high volume of inbound calls to the repairs line while accurately diagnosing, triaging and raising wide range of repairs for residents.
You'll need to be confident using own initiative and have the ability to update systems and follow processes.
Responsibilities
Act as the first point of contact for customers and colleagues, successfully handling a wide range of queries including accurately logging repairs
Offer a speedy, consistent and professional customer experience over the phone
Quickly and accurately record and update all customer contacts and requests for services, repairs, bookings and appointments using all relevant in-house systems.
Contribute in achieving contact centre targets for grade of service, abandoned calls, right first time, customer portal/app sign ups and overall customer satisfaction, following agreed policies and procedures.
Person Specification
Strong contact centre experience in high volume inbound role
Experience working in the social housing and/or repairs sectors is desirable
Strong IT and Administration skills
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk ....Read more...
Type: Contract Location: Maidstone, England
Start: ASAP
Duration: ongoing
Salary / Rate: £12.50 - £13 per hour
Posted: 2023-05-18 11:07:09
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Job Title: Contact Centre Operator Responsibilities:
Act as the first point of contact for incoming 101 calls into the Force Contact Centre
Triage calls based on threat, risk, and harm
Provide information, advice, and guidance to callers, directing them to the appropriate resources or agencies
Accurately record incident reports and information
Conduct risk assessments for each contact received
Handle emotionally distressed, vulnerable, or crisis callers appropriately
Comply with professional standards and codes of conduct
Manage and handle sensitive data in accordance with regulations and policies
Undertake shift work covering 0645-2400, 7 days a week
Requirements:
Ability to work flexible hours due to dynamic demand
Familiarity with National Decision Model (NDM) and Threat, Harm, Risk, Investigation, Vulnerability, Engagement (THRIVE)
Strong communication and interpersonal skills
Adherence to data protection regulations
Willingness to work with disturbing evidence or in challenging situations
Capability to work with vulnerable individuals
Comfortable working in an environment with potential for conflict or violence
Location: Crownhill, Plymouth or Middlemoor HQ, Exeter (Please specify preferred location) Rates:
Monday to Friday: £12.74 per hour (inclusive of shift allowance)
Weekends: £18.40 per hour (inclusive of shift allowance)
Bank Holidays: £24.06 per hour
Part-time positions will be considered but may not receive the same allowances.
To ensure applicants are suitable for this role, a medical assessment questionnaire will be conducted, and a consultation with the Occupational Health Support Unit may be required.
To apply, please indicate your preferred location when submitting your application.
Thank you for your interest in this position.
For anymore inforamtion please conatct Lewis on O1772 208962. ....Read more...
Type: Contract Location: Plymouth, England
Start: ASAP
Duration: 6 Months +
Salary / Rate: £12.74 - £24 per hour
Posted: 2023-05-17 13:37:12
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Job Title: Housing Receptionist Basis: Full Time Hours: 37 Hours Type: Temp ongoing Location: London, IG8Role Summary: We are currently seeking a dedicated Customer Service Officer to join our team.
As a Customer Service Officer, you will play a crucial role in providing professional and sympathetic assistance to all customers, both in person and over the phone.
Your responsibilities will include front-end reception and telephone service, addressing customer enquiries, and ensuring timely responses.
Additionally, you will be involved in various administrative tasks related to customer service and support other teams within the Housing Service. Key Responsibilities:
Handle customer inquiries and provide professional and sympathetic assistance in accordance with council policies and procedures.
Assist with the voids and lettings process, including property and garage voiding, and setting up new properties and accounts on IT systems.
Support tenants in reporting repairs and pest control matters to contractors.
Approve applications for "House Exchange" and "Homeswappers."
Update records accurately and ensure data integrity in the Northgate system.
Manage the reception area, ensuring it is safe, clean, and tidy, and opening and closing the front office.
Process recharges and set up charges.
Handle requests for keys and fobs, maintaining stock levels and programming fobs.
Provide responsive and customer-oriented service to enhance the customer experience.
Serve as the initial point of contact for service users, collaborating with other teams to provide answers and resolve issues.
Perform various administrative duties related to customer service.
Maintain a good working knowledge of policies and procedures.
Ensure compliance with council policies and procedures.
Assist the Garage Officer in managing customer inquiries and lettings.
Develop the role of Customer Services Officer to handle front-line enquiries with increasing responsibility.
Provide statistical information as required.
Collaborate with external agencies to resolve enquiries and assist with customer requests.
Manage administrative arrangements for the Orchard Heating system, including tenant usage, statement distribution, and collaborating with income recovery for charges.
Provide support to other teams within the Housing Service.
Provide cover for Customer Services Administrative Officers as needed.
Requirements:
Excellent customer service and communication skills.
Ability to handle customer inquiries professionally and empathetically.
Strong organisational and administrative skills.
Knowledge of relevant policies and procedures.
Ability to collaborate effectively with internal and external stakeholders.
Attention to detail and accuracy in record-keeping.
Flexibility to provide cover and support as required.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk ....Read more...
Type: Contract Location: Woodford Green, England
Salary / Rate: Up to £13 per hour
Posted: 2023-05-17 10:03:32
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Information Advice and Guidance Officer needed with Bracknell Forest Council
Start Date - ASAP
Location - Bracknell
Duration - Initially 3 months
Hours per week - 40 hours per week
Salary - £375ltd per day
Description:
Review, refresh and expand the existing information, advice and guidance offer aligning to revised policies and procedures, ensuring that we maximise opportunities across the system to access support in a more preventative and joined up way to help manage demand.
Use the information gathered to communicate insights and write reports and verbal updates, representing the views of users to stakeholders and can be shared with regulators as evidence of co-production such as the Care Quality Commission
Build relationships with service users, families, carers, and supporters to understand their views and experiences
Information advice and guidance officers will support the delivery of co-production activity including workshops/advisory groups with people with lived experience social care, their carers and families
What is required?
Experience of working within Information advice and guidance
Substantial experience of developing and maintaining working relationships with internal and external stakeholders is essential
Experience of working across Adult Social Care, NHS or equivalent
If you are interested please call Erin Webbe on 01772 208964 or email me your CV - erin.webbe@servicecare.org.uk
If this role isn't right for you, but you know someone who would fit perfectly to our engaged and devoted team and you refer them, you will receive a referral bonus of £250.
The benefits of working with SCS;
A specialist, dedicated Social Work consultant offering single point of contact
Exceptional referral bonuses - £250 per referral placed in to work!
An extensive & exclusive range of Social Work vacancies across the UK
Nationwide provider Social Work staff to over 200 local authorities.
Payroll service twice a week.
Ltd and PAYE payment options available.
Annual training budget of up to £250 and continued online CPD training.
Excellent Annual Loyalty schemes / bonuses.
DBS disclosures provided via fast track online services free of charge.
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Type: Contract Location: Bracknell, England
Start: ASAP
Duration: 3 months
Salary / Rate: Up to £375 per day
Posted: 2023-05-10 10:00:30
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Job Title: Customer Contact Service delivery & Resource Planner Locations: Eastleigh Contract Type: Permanent Work Pattern: 37 hours per week Start Date: Asap Pay Rate: £32377.11Service Care Solutions are looking for Service Delivery & Resource Planner to join our clients team in Eastleigh.
You will be responsible for providing detailed and well structured forecasting and analysis of customer contact data.
You will manage and oversee short and long term forecasting to accurately reflect the needs of the business and value for money.Job Role -
Manage & oversee short and long term resource planning to accurately reflect business needs.
Regularly review resource levels and make recommendations for shift patterns and recruitment, working as an integral part of the customer contact management team.
Responsible for ensuring that customer contact team has appropriate resource to meet required service level agreements.
To provide the team with an effective weekly rota of shift patterns and tasks to be carried out.
Rota to be issued in advance.
Ensure resource management system is used effectively to provide short term forecasting, long range forecasting, recruitment plans and allow for staff absence and plan in training and meetings.
Keep up to date and make sure we are using effective technology.
Carry out analysis of all relevant customer contact data to maximise effectiveness of forecasting for events, analysis of costs and make recommendations for improvements.
Report on all aspects of customer service to include response to enquiries both telephone and correspondence, complaints & satisfaction
Be the telephone system expert, set up new routing as required, ensure messages are recorded and updated, set up new users and generally maintain the system
Design, lead on and manage customer contact work force management, to ensure effective resourcing allowing for regular mailings, ad hoc events, training, 121's and all other requirements.
Lead on working with other service areas to gain relevant information and plans for outgoing customer contact or any events that will impact on call volumes.
Suitable Candidates experience:
Experience of working with a workforce management system and call centre telephony systems
Experience of working in a contact centre environment
Ability to analyse data and make clear recommendations with evidence
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk
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Type: Permanent Location: Eastleigh, England
Start: ASAP
Salary / Rate: Up to £32377.1100 per annum
Posted: 2023-05-04 10:27:05
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Service Care Solutions currently have a vacancy for a Grounds Maintenance Operative who holds a Full UK Driving Licence for a local authority based in Greater Manchester.Main responsibilities will include to maintain the Authority's grounds in accordance with contract specification while also carrying out driving duties.
To drive and be responsible for allocated vehicles, duties which would include vehicle checks, required maintenance and cleaning, transporting goods, equipment and personnel, assisting in loading and unloading vehicles and completion of associated paper work.
Whilst not driving, to undertake ancillary duties as appropriate to the type of work undertaken by the teams being serviced, which would include:-
Grass cutting, edging, weeding, hoeing, sweeping, raking, strimming, hedge clipping, clearing ditches and drains, digging, forking, watering, scarifying, rolling, manuring, clearance of rubbish, cleaning of buildings, site preparation, over-marking of sports areas, erecting and dismantling sports equipment, fertilising, simple pruning, supervised planting, supervised Arboricultural work, supervised use of weed killers and chemicals, supervised propagation, constructional labouring and other work of a similar type complementary to a more skilled operation undertaken by a higher graded gardener, the use of powered hand tools, ride on grass cutting machinery and light plan for these purposes when instructed.
Assisting higher graded gardeners in their work when directed.
Litter pick and preserve the green spaces from waste.
Requirements of this role;
Flexible to work within different areas when required.
Full UK Driving Licence.
Experience of working in a similar role.
For more details and to apply email Prakash at prakash.patel@servicecare.org.uk or call 01772 208967. ....Read more...
Type: Contract Location: Heywood, England
Start: 15/05/2023
Salary / Rate: Up to £10.79 per hour
Posted: 2023-05-03 20:34:32
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Job title - Housing Complaints Officer Location - Croydon CR0 (hybrid working 2 days from home) Contract - Temp Ongoing Hours - Full TimeThe Role Summary Our client is looking for a Property Services Complaints Officer to provide comprehensive and qualitative responses to the resolution of Customer Complaints serviceYour key duties within the role will include:
The responsibility for investigating and responding to, complaints that have been allocated to you
Excellent organisational / case management skills, with experience of prioritising your own workload, ensuring that complaints, dissatisfaction, MP, Councillor or Executive enquires are responded to within required timescales.
To ensure all complaints and enquiries are dealt with in a professional manner.
Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.
Proactively liaise with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.
Having a structured, objective and transparent approach to how you make decisions, being able to assess situations and understand risk
Application of creative solutions to streamline and improve current processes
Providing support and participating in special project work as and when required
I can perform a variety of duties effectively, often changing from one task to another and can manage competing demands.
Providing a comprehensive response addressing all issues raised by the complainant.
Being financially capable of raising and monitoring compensation requests and recovering costs from contractor where necessary
Continuous learning to ensure best practice for complaint handling and resolution
To act upon feedback from the Service Improvement Team to improve complaint handling, resolution, and offers of redress
Key requirements
Knowledge of the housing sector
Awareness of the Housing Ombudsman code of practice
Understanding of Complaints policy and procedure
A logical, thorough, and analytical approach to problem solving
Excellent written communication skills - able to present and communicate in a clear, succinct, and compelling manner
Excellent interpersonal skills, demonstrates empathy with customers and avoids becoming defensive, passive, or aggressive when dealing with conflict.
Ability to manage customer expectations and be clear about what can and can't be done
Results oriented, works efficiently and accurately within set timescales
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk ....Read more...
Type: Contract Location: Croydon, England
Start: ASAP
Salary / Rate: £15 - £15.50 per hour
Posted: 2023-05-03 14:35:32
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Job title - Housing Complaints Officer Location -Farringdon EC1M (hybrid working 2 days from home) Contract - Temp Ongoing Hours - Full TimeThe Role Summary Our client is looking for a Property Services Complaints Officer to provide comprehensive and qualitative responses to the resolution of Customer Complaints serviceYour key duties within the role will include:
The responsibility for investigating and responding to, complaints that have been allocated to you
Excellent organisational / case management skills, with experience of prioritising your own workload, ensuring that complaints, dissatisfaction, MP, Councillor or Executive enquires are responded to within required timescales.
To ensure all complaints and enquiries are dealt with in a professional manner.
Good interpersonal skills and the ability to remain calm and resilient in any difficult situation.
Proactively liaise with the complainant to keep them informed about progress and manage their expectations regarding a realistic outcome.
Having a structured, objective and transparent approach to how you make decisions, being able to assess situations and understand risk
Application of creative solutions to streamline and improve current processes
Providing support and participating in special project work as and when required
I can perform a variety of duties effectively, often changing from one task to another and can manage competing demands.
Providing a comprehensive response addressing all issues raised by the complainant.
Being financially capable of raising and monitoring compensation requests and recovering costs from contractor where necessary
Continuous learning to ensure best practice for complaint handling and resolution
To act upon feedback from the Service Improvement Team to improve complaint handling, resolution, and offers of redress
Key requirements
Knowledge of the housing sector
Awareness of the Housing Ombudsman code of practice
Understanding of Complaints policy and procedure
A logical, thorough, and analytical approach to problem solving
Excellent written communication skills - able to present and communicate in a clear, succinct, and compelling manner
Excellent interpersonal skills, demonstrates empathy with customers and avoids becoming defensive, passive, or aggressive when dealing with conflict.
Ability to manage customer expectations and be clear about what can and can't be done
Results oriented, works efficiently and accurately within set timescales
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk ....Read more...
Type: Contract Location: City of London, England
Start: ASAP
Salary / Rate: £15 - £15.50 per hour
Posted: 2023-05-03 14:35:32
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Job Title: Customer Service Advisor Location: London, Hackney E8 Contract Type: Ongoing temporary Weekly Hours: 35 Hours per week Start Date: ASAPOur client is looking for an experienced Customer Service Officer to provide an excellent and suitable customer service to our customers, handling all methods of contact and ensuring a prompt and effective response to wide range of housing management and leasehold enquiries including repair notifications, rent and general housing management enquiries Key Responsibilities:
To be the first point of contact for all customers contacting on all aspects of the provision of services for all business streams, providing appropriate advice and information (either by telephone; email; web chat or in writing)
Use in-house systems to log Housing Management enquiries such as:
Tenancy management enquires, such as reporting of ASB and Domestic Abuse and triaging the cases.
Take calls in relation to successions, mutual exchange, subletting reports and notification of death
Deal with estate service issues such as fly-tipping, abandoned vehicles, issues with cleaning and gardening contractors reporting all problems to the Neighbourhood Managers
Follow the complaints procedure and log all complaints appropriately
Deal with rent balance enquiries and take payments, set up and amend direct debits and take payments over the phone
To answer varied enquires from Leaseholders
To answer enquiries relating to Service Charges using the appropriate in-house IT systems to provide answers where possible.
Skills/Experience required:
Experience of working in a housing management environment
Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.
Experience of using IT systems as a source of information and to record information about, and transactions with customers to ensure an up to date and efficient service.
Experience of a commitment to high standards of customer care and service delivery in an environment where customers may be challenging.
Willing and able to provide a positive and friendly first response to residents and other callers.
Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
Able to take proactive action to prevent complaints from escalating.
Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.
Able to take proactive action to prevent complaints from escalating.
Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk ....Read more...
Type: Contract Location: City of London, England
Start: ASAP
Salary / Rate: £15 - £15.50 per hour
Posted: 2023-05-03 13:00:49
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Business Centre ManagerFull Time, Excellent Negotiable salary North HertsWe are working together with our Clients to hire their new Business Centre Manager in a top-class Business Centre environment that provides high quality professional business services onsite and virtually.
We are looking for an individual who has customer service excellence running through them and who has proven experieince of working in a similar business centre type environment, organising conferences /events.
You will be the “face “ of the Business Centre, driving engagement with existing Clients and creating a rapport quickly with potential new Clients to the centre.You will report into the Group Finance Director and your main duties will be planning, organising and overseeing activities and events for the Business Centre, building strong client relationships to maximise profitability for the Centre and you will be in control of a budget.Ensuring that high standards of Client support and customer service are provided at all times by all the Business Centre staff, meeting the needs or their serviced and virtual office Clients and visitor’s requirements, ensuring Health & Safety standards are met.A Few of the Main Responsibilities (Full Job Spec can be supplied)
Responsible for the day to day running of the business centres ensuring high standards of customer service and performance are maintained, escalating issues as appropriate.Organise events and conferences whilst ensuring consideration is given to maximising our profit for both external and internal events, taking prompt payment from clients and visitors. Manage incoming sales enquiries, from brokers, companies and individuals, ensuring same day follow-up and achieving at least 70% enquiry to conversion ratio to maximise centre usage, occupancy and revenue.On days where there are no meetings/events, proactively contact brokers/existing users to keep the relationships alive.Work in collaboration with team, managing colleagues and contractors ensuring the efficient planning and preparation of upcoming events, allowing adequate time for the fulfilment of their duties.Ensure the meeting and conference rooms are set up in good time prior to the meeting/conference and cleared down promptly thereafter, ensuring empty meeting rooms are ready to show, sell and use at all times when not in use.Promote full Business Centre facilities to prospective and existing clients, offering suggestions, advice and costs, as appropriate.
Person Specification:
Supervisory experience in a similar role would be an advantage.Sets high standards for self and others and consistently achieves them.Excellent time management, organisation and planning skills, with a good attention to detail.Client focused with a flexible, can-do attitude.Excellent people management skills and a driver of activity and performance to ensure timely and accurate delivery of service.Professional manner and a desire to be a good representative of the Company at all times.Proven skills in influencing and negotiation.
For more information and a full job brief please call Mike or Vanessa on 0203 750 0575 , or email vbarnes@insignia-group.co.uk or mpagalos@insignia-group.co.ukInsignia Recruit and our clients are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.
Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. ....Read more...
Type: Permanent Location: Hertfordshire
Salary / Rate: Negotiable for right person
Posted: 2023-04-25 11:03:43
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Job title - Complaints Investigator Location -London W5 5TL Contract - Temp Ongoing Hours - 35 Hours Hybrid roleThe Role Summary Our client is looking for a Complaints Investigator to be responsible for investigating and resolving all stages of complaints in a fair and impartial manner.Your key duties within the role will include:
Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
Acknowledge and resolve complaints by project managing high quality responses.
Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
Solve complex open and ongoing complaints.
Prepare comprehensive papers for stage 2 reviews using a pro-active approach, attending and organising case conferences when necessary and providing expert guidance around the complaint details to aid swift resolution.
Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
Key requirements
Experience of handling complaints within a regulatory environment.
Experience of administering a complaints or similar complex process.
Excellent Customer Service.
Excellent written and verbal communication.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: North West London, England
Start: ASAP
Salary / Rate: Up to £19.20 per hour
Posted: 2023-04-25 08:24:55
