Customer Service and Resolution Administrator
Customer Service and Resolution Administrator
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Salary Not Disclosed
1 Vacancy
Job Description
Company Overview
Ocasa is not your typical property management company were redefining how residential properties are managed in the UK. Established to oversee a private investment funds residential portfolio we focus on delivering exceptional experiences to residents living in our highquality yet affordable homes.
As a forwardthinking company were continuously innovating streamlining processes and embracing smarter ways of working. We actively encourage our team members to bring new ideas to the table and we take suggestions seriously. Now is the perfect time to join us on our exciting journey of transformation and become part of a company that thinks differently values your perspective and welcomes your contribution. At Ocasa your ideas will help shape our future.
Role Overview
As Customer Service and Resolution Administrator you will be responsible for providing exceptional customer service to tenants resolving issues or concerns that may arise maintaining positive relationships with our tenants and ensuring their satisfaction.
Key Responsibilities
- Respond to tenant enquiries: Handle incoming calls emails and messages from tenants promptly and professionally. Provide accurate and helpful information address concerns and resolve issues effectively.
- Issue resolution: Investigate and resolve problems related to tenant complaints maintenance requests financial enquiries and other issues in a timely manner. Liaise with relevant teams to ensure a satisfactory resolution for all parties involved.
- Customer support: Provide exceptional customer support by actively listening to customers empathizing with their concerns and offering appropriate solutions. Maintain a positive and professional demeanour while dealing with challenging situations.
- Documentation and recordkeeping: Maintain accurate and detailed records of all customer interactions issues and resolutions in the customer relationship management (CRM) system. Ensure proper documentation for future reference and reporting purposes.
- Relationship management: Build and maintain strong relationships with tenants proactively communicate with customers to provide updates gather feedback and address any ongoing concerns.
- Process improvement: Collaborate with the team to implement best practices streamline workflows and enhance overall customer satisfaction.
- Administrative support: Provide administrative support to the Customer Service and Resolution Advisor and senior management
Experience and Qualifications
- Previous customer service experience: Prior experience in a customerfacing role preferably in a property management
- Strong communication skills: Excellent verbal and written communication skills are essential. The ability to communicate effectively and professionally with customers of diverse backgrounds is crucial.
- Problemsolving skills: Demonstrated ability to analyse problems think critically and propose effective solutions. Experience in handling customer complaints and resolving conflicts is advantageous.
- Attention to detail: Strong organizational and multitasking skills with a keen eye for detail. Ability to manage multiple priorities in a fastpaced environment without compromising quality.
- Customercentric mindset: A genuine passion for providing exceptional customer service and a commitment to exceeding customer expectations.
- Team player: Ability to work collaboratively with crossfunctional teams
- Proficient computer skills: Confident using various computer applications and software including CRM systems email and Microsoft Office Suite.
- Flexibility and adaptability: Ability to adapt to changing priorities and work effectively in a dynamic environment.
Our Values
We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working.
Considered
We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.
Principled
We believe in doing the right thing and we hold our principles closely in everything that we do.
Empathetic
Empathy is key to creating a culture thats open supportive and kind. Whether its working with colleagues residents or external parties we treat everyone with empathy.
Knowledgeable
We hold ourselves to a high standard every member of the Ocasa team is an expert at what they do.
Company Benefits
- Enhanced Pension
- 25 days annual leave plus UK bank holidays
- Your birthday off
- Time off to move home
- Life assurance
- Group Income Protection
- Private healthcare via Bupa (taxable benefit)
- Commitment to your learning and development
- Employee wellness and events
- Employee Assistance Programme
- Regular team building events
Additional Information
The successful candidate must by the start of the employment have permission to work in the UK.
We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK employment referencing DBS check and depending on the role further checks may need to be conducted.
We know that to be truly innovative we need to have a diverse team. That is why Ocasa is committed to creating an inclusive environment and is proud to be an equal opportunities employer.
We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you:
Required Experience:
Unclear Seniority
Employment Type
Full-Time
