Contract Delivery Officer - Fixed Term - 18 months in Manchester

What you’ll be doing

• Completing pre-entry surveys and joint inspections with our contractors in advance of investment works, such as replacement windows, bathrooms and kitchens.
• Arranging consultation events with customers and contractors.
• Supporting customers by resolving complaints and responding to queries related to investment works in a well-coordinated, effective and responsive manner.
• Supporting the surveying team in the effective delivery of the planned maintenance works and being the main customer point of contact representing Great Places.
• Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible.
• Supporting our customers’ needs and providing advice and guidance about appropriate services and referral routes, signposting to trusted partner agencies and service providers.
• Recording information and updating systems with survey data and ensuring that all data is stored in accordance with GDPR.
• Attending and contributing to pre-contract and progress meetings.

What you’ll need

• Experience of working in a dynamic customer-focused environment, with a proven ability to deliver a high standard of customer service and a positive attitude towards resolving customer complaints and requirements.
• Competent using Office 365 (compiling letters/reports/small spreadsheets).
• Excellent communication skills (written, verbal and at all levels).
• Knowledge of social housing.
• Attention to detail.
• Good written and verbal communication.
• Experience and understanding of safeguarding.
• Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check.

What we need from you

• Ability to complete tasks in an accurate and timely manner when working under pressure.
• Effective liaison with contractors/other stakeholders to give information/find information/resolve problems.
• Organisation and good time management skills.
• Able to deliver a high standard of customer service.
• An understanding of the issues faced by people and families out of work or on low incomes.
• Flexible approach and a can-do attitude.
• Proactive in identifying issues before they reach a complaint stage.
• Full driving license and use of a vehicle.
• Commitment to work in partnership with others for the benefit of Great Places.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• A passion for customer service.
• You will be required to attend a number of face-to-face training sessions as well as virtual sessions and e-learning; this part of your role is vital and of equal importance as the day-to-day aspects.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing.
• A passion to advocate on behalf of people and communities.

What we give you in return for your hard work and commitment

• Pension | DC Scheme (up to 10% contribution from both colleague and Great Places).
• WPA | Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add on family members.
• The Market Place | High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
• Annual Leave | Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays.
• Savings Club | You can put aside money each month for 11 months to help you save for that special something (pays out in November's salary).
• Reward & Recognition | You Count Rewards are individual rewards for going ‘above & beyond’.

At Great Places, we believe the wellbeing of our colleagues is vital to enable them to deliver great services; all your benefits can be used inside and outside of work.