Customer Care Co-ordinator
Customer Care Co-ordinator
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Salary Not Disclosed
1 Vacancy
Job Description
Fixed Term Contract Full Time 12 months)
37 hours per week)
We are currently seeking a Customer Care Coordinator to join ourCustomer Service Centre.
In this key role you will play a crucial role in helping us meet our promises to customers. Your main objective is to resolve escalated queries to improve customer experience and prevent complaints.
Other Responsibilities:
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Serve as the next point of contact for unresolved queries from Contact Centre Advisors processing a highvolume of customer queries.
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Own complex and highrisk customer issues through to resolution
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Liaise with multiple teams and contractors to get answers for customers and make necessary arrangements including booking appointments.
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Proactively reach out to customers via email text phone and letter to provide updates and solutions in a timely manner.
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Consistently develop a rounded knowledge of housing repairs and related services to advise customers in line with the Thrive Deal (our service standards).
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Escalate issues for outofpolicy decisions or senior attention to prevent complaints.
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Provide solutions or compensation to fix problems and prevent them from becoming complaints.
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Monitor progress of actions reminding teams where necessary to ensure commitments are met and accurately recorded.
Requirements:
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Customer focused with excellent communication skills to liaise with teams contractors and customers alike.
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Strong working knowledge of residential property maintenance & repairs.
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Organised and deadline driven.
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Skilled in using Microsoft applications (Outlook Excel) and CRM and scheduling systems (full training provided).
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You will have a proven track record of our key deliverables achieved through experience or education.
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Your ability to role model our core behaviours is as important as technical expertise.
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You must be able to support a culture founded in trust and respect for everyone.
Specific roles within Thrive are subject to a basic DBS check the successful applicant(s) will be contacted by our People Team if this applies to their role.
Closing date: Wednesday 23rd April 2025
Interviews: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
INDLOW
The Company
Thrive Homes is an awardwinning housing association with a strong track record in the housing sector and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people can Thrive.We manage over 5000 properties and are continuing to build new homes each year.
Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working inhouse or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrives state of the art offices.
The Benefits
Benefit 1
Benefit 2
Benefit 3
Benefit 4
The Values
- Innovation
We are creative and fearless in our work.
- Accountability
We take ownership of our work and lead from the front.
- Teamwork
We collaborate widely and build supportive environments.
Generous family friendly provision
Pension
we will pay double your contribution (up to 10.
Discretionary Bonus
Life assurance
a payment of 3x your salary
Virtual GP Service
(available 24/7
Wellbeing reward scheme
(earn vouchers through a health app)
Free Financial Advisor service
(includes savings mortgage debt & pension advice)
A range of engagement activities aimed at building team morale supporting both physical and mental health and celebrating all things that make us different!
Buy or Sell annual leave
You will receive basic 25 days annual leave p/a increasing by length of service (up to 30 days)
Cycle to work
Retail Vouchers & Discount Scheme
PLACEHOLDER 4
Car Benefit scheme
Health Cash Plan
facility to claim cashback for dental optical and physiotherapy costs alongside wellness services.
Annual Health Screening
(BUPA)
PLACEHOLDER 8
Thrives Approach
Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern benefits.We continue to grow as an organisation and aim to attract the very best people.
Thrive homes are committed to fostering cultivating and preserving a culture of diversity equity and inclusion. This commitment is at the core of our understanding the importance of different voices experiences perspectives and backgrounds. We actively encourage all applicants that are suitable for the role from diverse career paths and backgrounds and from all sections of the community.
As committed members of Inclusive Employers and a Disability Confident Committed employer we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment please contact us.
Specific roles at Thrive are subject to a basic DBS check.
Documents
Employment Type
Temp
