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- Tasks: Be the customer ambassador, ensuring top-notch service and resolving issues for new and existing customers.
- Company: Join a leading public sector client focused on delivering exceptional customer experiences.
- Benefits: Enjoy remote work flexibility and the potential for a permanent position after your temp assignment.
- Why this job: Make a real impact by enhancing customer experiences and ensuring quality standards in housing.
- Qualifications: Ideal candidates have customer care experience or a housing qualification; car ownership is essential.
- Other info: This role involves regular travel in the Norfolk/Suffolk area, working independently.
A fantastic opportunity has emerged for a car driving property/housing professional with excellent customer service skills to join one of Adecco’s leading public sector clients in a temporary assignment, which may lead to a permanent contract should the placement go well.
Working fully remotely from home, this is a full time role (37.5 hours each week, Monday to Friday) and reports into the Customer Care Manager on a daily basis. The role holder will be the customer ambassador for the company, responsible for delivering and setting the standards for exceptional customer service delivery, so excellent communication skills are essential.
This will begin from ensuring quality standards are met when new customers move into their homes, through to quality assuring customer service standards for existing customers through a services of performance measures and site visits. You will step in when things go wrong for customers, taking ownership in resolving ongoing issues or complaints when required. You will pay a pivotal role in helping our client to meet its vision of delivering a great customer experience.
Key elements of the role include:
- Being accountable for the direct delivery of the company’s onboarding process for all tenures. This includes travelling to conduct face to face home demonstrations for shared owners and ensuring Management Providers are delivering against set standards.
- Providing assurance of service delivery for existing customers. This will be through reviewing key performance areas and onsite inspections and visits to understand how services are being delivered.
- Handling case escalations and assist in complaint management within your region. Taking responsibility for relevant actions following complaint investigations and taking ownership of customer related issues.
- Embedding a clear handover process for customers from the company to the Management Providers, so customers are clear on who is their main point of contact.
- Working closely with the in-house Contract Management Team to address key customer focus areas of performance across the Management Provider network. This will include lettings, onboarding and existing customer performance measures.
- Having oversight of the snagging process for new build homes, attending final inspections and using a customer lens to ensure quality standards are met. This includes attesting to the standards of product quality.
- Working with the Customer Care Manager to periodically review the customer experience from analysing feedback and insight and then propose, test and deploy improvements to deliver enhanced customer experience, and design-out customer service failure.
Applicants will ideally possess a background in customer care and/or have a housing qualification. Previous experience of working within the customer service industry, ideally housing, with an excellent understanding of the issues which matter most to customers would be ideal for this post.
Please note, a car driver/owner is essential for this role as the successful applicant will need to be willing to regularly visit properties in and around the Norfolk/Suffolk (East of England) area, and be able to work independently.
Housing/ Property Visiting Officer (temp: Norfolk/Suffolk) employer: Adecco
Contact Detail:
Adecco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing/ Property Visiting Officer (temp: Norfolk/Suffolk)
✨Tip Number 1
Make sure to highlight your customer service experience in any conversations you have. This role is all about being the customer ambassador, so showcasing your ability to handle customer issues and deliver exceptional service will set you apart.
✨Tip Number 2
Familiarize yourself with the housing sector, especially the onboarding processes and standards expected in property management. Being knowledgeable about these areas will demonstrate your commitment and readiness for the role.
✨Tip Number 3
Network with professionals in the housing and property management field. Engaging with others who have similar roles can provide insights and potentially lead to referrals that could help you land the job.
✨Tip Number 4
Prepare to discuss specific examples of how you've resolved customer complaints or improved service delivery in past roles. This will show your proactive approach and problem-solving skills, which are crucial for this position.
We think you need these skills to ace Housing/ Property Visiting Officer (temp: Norfolk/Suffolk)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant housing qualifications. Use specific examples that demonstrate your ability to handle customer issues and deliver exceptional service.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and explain why you are a great fit. Mention your experience with onboarding processes and how you can contribute to improving customer experiences.
Highlight Communication Skills: Since excellent communication skills are essential for this role, provide examples in your application that showcase your ability to communicate effectively with customers and resolve complaints.
Showcase Problem-Solving Abilities: Include instances where you successfully resolved customer issues or complaints. This will demonstrate your capability to take ownership and ensure customer satisfaction, which is crucial for this position.
How to prepare for a job interview at Adecco
✨Showcase Your Customer Service Skills
Since this role emphasizes exceptional customer service, be prepared to share specific examples from your past experiences where you successfully resolved customer issues or improved their experience. Highlight your communication skills and how they contributed to positive outcomes.
✨Demonstrate Your Knowledge of Housing Standards
Familiarize yourself with the key performance areas and standards relevant to housing and property management. Be ready to discuss how you would ensure these standards are met during onboarding and ongoing service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially in handling complaints or escalations. Think of scenarios where you had to take ownership of a situation and how you navigated through it to achieve a satisfactory resolution.
✨Emphasize Your Independent Working Style
As the role requires working independently and visiting properties, convey your ability to manage your time effectively and work autonomously. Share examples of how you've successfully completed tasks without direct supervision.
