At a Glance
- Tasks: Investigate and resolve customer complaints while enhancing their experience.
- Company: Join Saxon Weald, a company dedicated to positive life chances and excellent customer service.
- Benefits: Enjoy 27 days leave, great pension contributions, and wellbeing perks.
- Other info: Hybrid working options and a commitment to diversity and inclusion.
- Why this job: Make a real difference in customers' lives and improve services.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 33349 - 33349 £ per year.
- Customer Relations Coordinator
- 37 Hours Per Week
- £33,349 per annum
We're looking for a customer-focused and proactive Customer Relations Co-ordinator to join our Customer Experience team.
This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service, resolving complex issues and ensuring customers' voices are heard.
You'll play a key role in managing complaints, gathering customer insight and helping drive service improvements across the organisation.
As a Customer Relations Co-ordinator, you'll investigate and respond to customer complaints and complex enquiries, ensuring concerns are handled fairly, empathetically and within agreed timescales.
You'll work closely with colleagues across the organisation to identify solutions, improve customer experiences and support positive outcomes.
You'll also help us learn from customer feedback, identifying trends and sharing insights that contribute to continuous improvement.
- What you'll be doing
- Investigating and responding to Stage 1 and Stage 2 complaints.
- Managing complex customer enquiries and identifying practical solutions.
- Supporting Housing Ombudsman investigations and responses.
- Liaising with customers, representatives and designated persons throughout the complaints process.
- Monitoring customer feedback and survey responses, following up where concerns are identified.
- Supporting customers who may require additional assistance to raise or progress a complaint.
- Identifying themes and trends from complaints and customer feedback.
- Working collaboratively with teams across the business to improve services.
- Supporting customer engagement activities and helping customers access online services where needed.
About you
We're looking for someone who can build positive relationships, communicate effectively and remain customer-focused when dealing with challenging situations. You will need:
- Experience of handling customer complaints or resolving customer issues.
- Strong communication skills, with the ability to produce clear and professional written responses.
- The ability to investigate complex issues, analyse information and identify practical solutions.
- A customer-focused and empathetic approach, with a commitment to delivering excellent service.
- Experience of building positive working relationships with customers and colleagues.
- Good organisational skills, with the ability to manage a varied workload and meet deadlines.
- Confidence using Microsoft Office and other systems to accurately record and manage information.
- A full UK driving licence and access to your own vehicle.
Why join us?
At Saxon Weald, you'll be joining an organisation that genuinely values its people and the difference they make to our customers.
As well as a rewarding role where you can help improve customer experiences and services, you'll benefit from:
- 27 days annual leave plus bank holidays
- Excellent employer pension contributions, matching 3x your contributions up to 12%
- Life assurance of 4x annual salary
- Annual BUPA cashback allowance on day-to-day medical expenses
- Wellbeing benefits including employee assistance programme, gym discounts and Cycle to Work scheme
- Long service loyalty awards, including additional annual leave
- Hybrid working opportunities
- DBS Checks
To ensure the safety of our vulnerable customers, this role is subject to a basic DBS check which will disclose details of any unspent cautions or convictions.
We know that past incidents don't always reflect who you are today, and we'll carefully consider the details, including the nature of the conviction, the time that's passed, and any positive changes you've made since then.
About Saxon Weald
Saxon Weald's purpose is to enable positive life chances by providing safe and secure homes.
We are passionate about delivering an excellent customer experience and wish to employ great people who are committed to our values.
We have 7000 homes (81% in Horsham District, 6% in West Sussex, 5% in East Sussex, 8% in Hampshire).
We're dedicated to creating a fair, inclusive environment where everyone feels they can be themselves.
We recognise the value that a diverse workforce brings, and the different perspectives that colleagues from a range of backgrounds can bring.
We therefore especially encourage applications from those who may be underrepresented in our organisation, including people from minority ethnic backgrounds, and LGBTQIA+ individuals.
As a disability-confident employer, we are fully supportive of any workplace adjustments that can be made to our recruitment process to give you a fair chance at sharing your skills and experience with us.
To discuss further, please contact applications@saxonweald. com
We reserve the right to call candidates to interview or withdraw this vacancy at any time prior to the closing date if there is a good level of response.
Therefore, we recommend you submit your application as soon as possible.
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Customer Relations Co-ordinator in Horsham employer: Saxon Weald
Saxon-Weald is an excellent employer that prioritises employee well-being and professional growth, offering a supportive work culture where collaboration and communication thrive. With a focus on delivering high-quality service to customers, employees benefit from a structured 37-hour work week, competitive salary, and opportunities for career advancement within the HomeFix team. Located in a vibrant community, Saxon-Weald fosters a sense of belonging and purpose, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Co-ordinator in Horsham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Saxon Weald. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Saxon Weald before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Co-ordinator in Horsham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Saxon Weald:Your cover letter is your chance to shine! Tell us why you want to work at Saxon Weald specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Saxon Weald!
How to prepare for a job interview at Saxon Weald
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
