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- Tasks: Help residents with complaints and repair queries, ensuring top-notch service.
- Company: Join Hyde, a leading provider of affordable homes in the UK, managing over 50,000 properties.
- Benefits: Enjoy a great pension, life assurance, flexible benefits, and volunteering days.
- Why this job: Make a real impact by improving customer satisfaction in a diverse and inclusive environment.
- Qualifications: Experience in customer service is preferred; strong communication and organisational skills are essential.
- Other info: Hyde values diversity and is committed to supporting all applicants throughout the recruitment process.
Hyde is looking to recruit a Customer Liaison Officer. Hyde is one of the UK’s leading and award-winning providers of affordable homes in London, the South-East, and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple: by providing customers with a safe and decent home, it allows them to realize their potential, enjoy their environment, and contribute to their community.
As a Customer Liaison Officer at Hyde, you will be working within the customer support team to deliver excellent front-line service to our residents by resolving complaints and repair-related queries efficiently and professionally.
Responsibilities:- Receive, manage and resolve customer complaints across multiple channels, including phone, email, and social media.
- Support residents in identifying and diagnosing repair issues, ensuring prompt booking and resolution.
- Liaise with internal and external stakeholders to provide accurate updates and ensure a coordinated service delivery.
- Maintain and update case information in Hyde’s systems, ensuring data integrity and compliance with service standards.
- Build and maintain effective relationships with customers, contractors, and colleagues to continuously improve customer satisfaction.
- Experience in a customer service or complaints resolution role, ideally within a housing or repairs environment.
- Strong verbal and written communication skills with the ability to empathise and de-escalate challenging situations.
- Proficient in using Microsoft Office applications (Excel, Word, PowerPoint) and CRM systems.
- Excellent organisational skills and the ability to manage multiple cases within tight deadlines.
- Understanding of housing repairs processes and experience booking appointments is desirable.
- A fantastic pension
- Life assurance
- Great holidays
- An award-winning flexible benefits package
- Volunteering days
Diversity and inclusion are integral to the Hyde Group. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds, and experiences, and we’re committed to cultivating an inclusive workplace that reflects our customer profile, where everyone is proud to be unique.
Hyde is a disability-confident employer, and we are here to support you with any reasonable adjustments you need throughout the recruitment process.
We reserve the right to close this advert as soon as a suitable candidate has been identified.
Customer Liaison Officer employer: The Hyde Group
Contact Detail:
The Hyde Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer
✨Tip Number 1
Familiarise yourself with Hyde's values and mission. Understanding their commitment to providing affordable homes and excellent customer service will help you align your responses during interviews, showcasing that you're a good fit for their culture.
✨Tip Number 2
Prepare specific examples from your past experiences where you've successfully resolved customer complaints or managed challenging situations. This will demonstrate your problem-solving skills and ability to empathise with customers, which are crucial for the role.
✨Tip Number 3
Research common housing repair issues and the processes involved in resolving them. Being knowledgeable about these topics will not only impress your interviewers but also show your genuine interest in the role of Customer Liaison Officer.
✨Tip Number 4
Network with current or former employees of Hyde on platforms like LinkedIn. They can provide valuable insights into the company culture and the expectations for the Customer Liaison Officer role, giving you an edge in your application.
We think you need these skills to ace Customer Liaison Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or complaints resolution. Emphasise any roles where you've dealt with housing or repairs, as this will resonate well with Hyde's requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strong verbal and written communication skills. Mention specific examples of how you've successfully resolved customer complaints or improved customer satisfaction in previous roles.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office applications and any CRM systems you've used. This is crucial as the role requires effective use of these tools to manage customer cases.
Showcase Your Empathy: Demonstrate your ability to empathise and de-escalate challenging situations in your application. Providing examples of how you've handled difficult customer interactions can set you apart from other candidates.
How to prepare for a job interview at The Hyde Group
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service or complaints resolution. Highlight specific examples where you successfully resolved issues, especially in a housing or repairs context, as this will resonate well with the interviewers.
✨Demonstrate Strong Communication Skills
Since the role requires excellent verbal and written communication, practice articulating your thoughts clearly. Be ready to explain how you've effectively communicated with customers in challenging situations and how you managed to de-escalate conflicts.
✨Familiarise Yourself with Housing Repairs Processes
Understanding the basics of housing repairs and the processes involved will give you an edge. Research common repair issues and how they are typically resolved, so you can speak knowledgeably about them during the interview.
✨Emphasise Organisational Skills
The ability to manage multiple cases efficiently is crucial for this role. Prepare to discuss how you prioritise tasks and manage your time effectively, perhaps by sharing examples from past experiences where you successfully handled tight deadlines.
