Customer Experience Administrator 12 month FTC

We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

We've also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Here at Havebury Housing, we are looking for a Customer Experience Administrator (12 month FTC) to join our Customer Experience team. The role of Customer Experience Administrator is two main elements; you will deliver a combination of a consistent and fair complaints process; including being a point of contact for complainants, leading on and coordinating investigations and responses, and feeding back to the Customer Experience Manager on root causes and lessons learnt for service improvements. The second part of the role is focus on resident and customer influence and engagement. You'll be supporting the Influence and Engagement Advisor in the day to day running of the service and investing in our communities. It will be focused on facilitating, coordinating, and supporting all engagement activities for our residents.

Requirements

Outline of Key Responsibilities...

• To lead and coordinate formal complaints into the business, ensuring that all are responded to in line with the Housing Ombudsman Service (HOS) Complaint Handling Code and all other relevant guidance
• Ensuring a fair and consistent delivery of our complaints service, giving due consideration to compensation where relevant
• To investigate, with the support of the relevant service managers, all complaints and compile a suitable response to formal complaints with a focus on the customer's experience, and early resolution. To feedback outcomes and ensure actions from complaints are delivered by all staff
• Assisting with organising and note taking for our Resident Voice Panels and other engagement groups
• Assessing applications and administering funds within our budget for projects as part of our Community Investment Grant
• Assisting with planning and delivery of community days and events

We are looking for someone who has...

• Excellent interpersonal and communication skills
• A background in Customer Service or Experience
• Ability to build respectful working relationships with colleagues and stakeholders
• Proactive approach to resolving issues and understanding service demands and trends
• Experience of delivering against set targets, on time
• A good working knowledge of Microsoft Office (especially Word, Excel, Powerpoint, Outlook and Teams)

Benefits

In return, we are offering...

• An annual salary of £28,062.30 per annum (12 month FTC)
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds
• Flexible working around a 37 hour week
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension - between 5% - 10% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

"At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.