Customer Care Co-ordinator

Customer Care Co-ordinator

Hemel Hempstead, Hertfordshire (Hybrid/ Smart Working)

31,298 Per Annum Plus Benefits

Fixed Term Contract, Full Time (12 months)

(37 hours per week)

We are currently seeking a Customer Care Coordinator to join our Customer 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:

• Serve as the next point of contact for unresolved queries from Contact Centre Advisors, processing a high-volume of customer queries.

• Own complex and high-risk customer issues through to resolution

• Liaise with multiple teams and contractors to get answers for customers and make necessary arrangements, including booking appointments.

• Proactively reach out to customers via email, text, phone, and letter to provide updates and solutions in a timely manner.

• Consistently develop a rounded knowledge of housing, repairs, and related services to advise customers in line with the Thrive Deal (our service standards).

• Escalate issues for out-of-policy decisions or senior attention to prevent complaints.

• Provide solutions or compensation to fix problems and prevent them from becoming complaints.

• Monitor progress of actions, reminding teams where necessary, to ensure commitments are met and accurately recorded.

Requirements:

• Customer focused with excellent communication skills to liaise with teams, contractors and customers alike.
• Strong working knowledge of residential property maintenance & repairs.

• 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.

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.