Customer Services Team Coordinator
Customer Services Team Coordinator
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GBP 20001 - 35000
1 Vacancy
Job Description
Permanent Full Time
37 hours per week (Monday Friday Flexibility Negotiable)
Thrive Homes is seeking a Customer Services Team Coordinator; in this key role you will help us meet our promises to customers. Youll achieve this by supporting the team and resolving escalated queries to improve customer experience and prevent complaints
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 in-house 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.
Responsibilities:
Act as the escalation point for unresolved complex or high-risk customer issues ensuring efficient resolution in line with Thrives service standards.
Provide expert advice and support across housing repairs and related services through multiple channels including phone email text and written correspondence.
Liaise with internal teams and external contractors to coordinate solutions book appointments and ensure timely updates to customers tracking progress to resolution.
Proactively reach out to customers via email text phone and letter to provide timely updates and solutions.
Issue compensation where appropriate and escalate out-of-policy decisions or concerns requiring senior attention to prevent complaints.
Support team performance by coaching training and guiding colleagues to follow documented processes contributing to QA checks and achievement of service targets.
Assist with recruitment onboarding and documenting standard operating procedures to ensure consistency in service.
Oversee team rotas and provide day-to-day support to ensure adequate coverage and smooth service delivery.
Deputising for the Team Leader when required and undertaking other reasonable duties.
Requirements:
Customer focused with excellent communication skills to liaise with teams contractors and customers alike.
Excellent knowledge of the housing sector and Thrives internal policies and processes
Organised and deadline driven.
Skilled in using Microsoft applications (Outlook Excel) and CRM and scheduling systems (full training provided).
You will have a proven track record of our key deliverables achieved through experience or education.
Your ability to role model our core behaviours is as important as technical expertise.
You must be able to support a culture founded in trust and respect for everyone.
Closing date: 13th June 2025
Interviews Dates: To be confirmed
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.
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.
INDMED
The Company
Thrive Homes is an award-winning 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 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 in-house 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 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
Required Experience:
IC
Employment Type
Full-Time
