-
Job Title: Complaints and Compliance Officer Location: Bury Council Contract Type: January 2025 Salary: £18.97 Umbrella p/hJob Description: This company is currently seeking a Complaints and Compliance Officer to join their team.
The successful candidate will be responsible for ensuring that the company is compliant with all relevant regulations and legislation.
They will also be responsible for managing complaints from clients and customers.Key Responsibilities:
Ensure compliance with all relevant regulations and legislation.
Manage complaints from clients and customers.
Investigate complaints thoroughly and provide solutions to resolve them.
Provide support and guidance to colleagues on compliance issues.
Maintain accurate records of complaints and compliance issues.
Conduct regular audits to ensure compliance.
Provide regular reports to management on complaints and compliance issues.
Requirements
Previous experience in a compliance or complaints management role.
Excellent knowledge of relevant regulations and legislation.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Strong attention to detail.
Ability to manage multiple tasks and priorities.
Proficient in MS Office.
If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Bury, England
Start: ASAP
Salary / Rate: Up to £18.97 per hour + Umbrella p/h
Posted: 2024-07-24 12:28:28
-
Job title - Senior Complaints Officer Location - London Contract - Temp - Ongoing Start Date: Asap Salary: £27.13 Umbrella P/HOur client is seeking a Senior Complaints Officer to join their team.
The company is a high-profile organisation that is dedicated to maintaining and enhancing the city.
The successful candidate will play a vital role in supporting the team to manage and respond to complaints effectively.Job Responsibilities:
Act as a point of contact for residents wishing to raise a complaint or general enquiry.
Provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman ensuring that deadlines for responses are met.
Support the creation of case files for the Housing Ombudsman.
Manage all recommendations made by the Housing Ombudsman in its final determination report.
Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
Support and train officers in their use of the complaints database.
Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
Produce an overview for the complaints and enquiries regarding contract performance.
Requirements:
Experience of investigating complex complaint investigations, particularly for the Housing Sector or with the Housing Ombudsman.
Ability to reach a balanced outcome when you do not have enough evidence to support/disprove the complaint.
Can write a technical response in lay terms to ensure it is understood.
Evidence of contacting residents to understand their complaint and to explain your decision over the phone.
Can work collaboratively to ensure resolution to complaints/tracking actions and escalating cases/issues where there are identified or emerging risks.
If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Westminster, England
Start: ASAP
Duration: 3 Months
Salary / Rate: Up to £27.13 per hour + Umbrella p/h
Posted: 2024-07-23 10:16:44
-
An exciting new job opportunity has arisen for a dedicated Customer Relationship Manager to work in an exceptional nursing home based in the Cheltenham, Gloucestershire area.
You will be working for one of UK's leading health care providers
This nursing home is recognised for providing high-quality personalised care which combines a range of options to support the patient's needs.
The home is designed to provide residential, nursing and dementia care for residents, offering trial stays, short stays, convalescent care, long term care and end of life care for individuals or couples
As the Customer Relationship Manager your key responsibilities include:
Work closely with the Home Manager to create personalised marketing plans that connect with potential residents and their families and those in social care
Ultimately, your marketing skills will drive occupancy in our Homes
Organising and creating external events to preparing and delivering marketing materials and social content, you'll demonstrate and amplify the benefits of the company so that more people see us as the future home of choice
Represent our collective pride in the genuine care we deliver
The following skills and experience would be preferred and beneficial for the role:
B2B and B2C experience will start the process of forging strong relationships with individuals, organisations and social care experts
In this role you'll bring all your marketing knowledge and skills to life for a wide-ranging audience
Current experience in a role such as Sales Consultant, Sales Executive, Sales Account Manager, Dual Site Sales Manager
Understand the size of the challenge and how careful and precise planning gives more chance of success
Able to develop strong relationships through data and insight
The successful Customer Relationship Manager will receive an excellent salary of £40,000 per annum.
This exciting position is a permanent full time role working through days.
In return for your hard work and commitment you will receive the following generous benefits:
Ongoing and continuous career development and succession planning
Excellent on-going training from day one and throughout your career
Salary scales and progression with internal promotions available, we are a large organisation!
Long service awards
Recognition programme
Refer a friend bonus scheme (Up to £1000)
Excellent apprenticeship scheme
Employee Assistance Programme, confidential telephone counselling and legal advice 24 hours a day, 365 days a year & a Health & Wellbeing portal
Pay Captain - this enables you to keep track of your earnings, have instant access to 40% of wages already earned and access guidance to help with financial wellbeing
Employee discount scheme
Discounted reloadable cards and high street vouchers
e-vouchers, access instant savings on your mobile device
Holiday discounts & days out with discounts up to 60%
Cinema benefits with discounts up to 40%
Free DBS Check
Free Blue Light Discount Card
Free or subsidised meals, depending on location
Reference ID: 6745
To apply for this fantastic job role, please call on 0121 638 0567 or send your CV ....Read more...
Type: Permanent Location: Cheltenham, England
Start: ASAP
Duration: Permanent
Salary / Rate: Up to £40000 per annum
Posted: 2024-07-22 17:22:02
-
Job Title: Housing Maintenance Complaints Officer
Locations: Cambridge, CB4
Contract Type: Temporary
Work Pattern: 9 - 5
We are currently recruiting for an experienced Housing Maintenance Complaints Officer to undertake the investigation of complaints, disrepair claims and ombudsman cases in line with Housing Services and the Council's Complaints and Compliments procedures.
The successful candidate will be responsible for investigating, responding to and resolving where possible, to build tenant and leaseholder confidence in the service.
Job Role -
Prepare investigation reports and responses, analysing complaints and cases, contacting tenants and leaseholders, liaising with Housing and Estates & Facilities staff, seeking good practice and recommending necessary actions to resolve complaints.
Ensure that agreed actions to resolve complaints, disrepair and ombudsman cases are completed within timescales, recording the necessary information accurately and consistently.
Liaise with the Housing and Local Government Ombudsmen as appropriate.
Work within the Housing Maintenance and Improvement team, supporting colleagues with the activities provisioned by the team in supporting the Responsive Repairs and Voids team - to include (but not limited to) administration of generic customer facing inboxes, processing invoices, managing diaries, producing reports etc.
Foster and maintain close working relationships with the Responsive Repairs and Voids Supervisors, Works Planners and Surveyors to facilitate the timely provision of the information required in response to complaints, disrepair and ombudsman cases.
Prepare reports, information and statistics, as required and directed.
Maintain a positive, helpful, respectful approach to all aspects of the role including dealing with colleagues, responding to incidents and general communications.
Candidate Requirements -
Proven experience as a Housing Maintenance Complaints Officer or similar role.
Excellent communication and interpersonal abilities.
Ability to work independently with minimal supervision.
Good knowledge of Housing Services and the Complaints and Compliments procedures.
Ability to analyse complaints and cases, and recommend necessary actions to resolve complaints.
Good organisational and time-management skills.
Proficient in Microsoft Office Suite.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
....Read more...
Type: Contract Location: Cambridge, England
Salary / Rate: £18.06 - £20.31 per hour
Posted: 2024-07-22 13:05:42
-
Job title: Repairs Assistant Location of the job: Ashford Contract type: Full time role Weekly hours: 37 Working hours and breaks: Office based Start date: ASAP Salary: £14.36 Job Summary: We are seeking a dedicated and organised Repairs Assistant to join our Responsive Repairs and Planned Maintenance Team.
The successful candidate will provide administrative and telephone support, resolve general inquiries using housing policy knowledge, and contribute to a customer-focused service that ensures positive outcomes for tenants within the Council's policy and budget.
Key Responsibilities:
Tenant Support: Meet or exceed tenant and customer expectations for advice and property repairs in accordance with agreed policies.
Team Collaboration: Work closely with Repairs Inspectors and the Planned Maintenance Team to ensure excellent customer service for all tenants.
Communication: Provide telephone support to manage queries efficiently and professionally.
Inquiry Resolution: Resolve a high percentage of general inquiries using information systems and housing policy knowledge.
Record Keeping: Ensure all communications with tenants are recorded accurately to aid effective coordination and communication within the team.
Contractor Liaison: Support effective liaison with contractors and other partners as required.
Administrative Tasks: Handle routine correspondence, raise repair jobs, issue accurate repair orders and inspections, authorize and process contractor variation orders and invoices, and administer contractor work completion and customer satisfaction data.
General Support: Provide general administrative support as required.
Essential Requirements:
Education: GCSE grade C or above (or equivalent).
Experience: At least one year of experience in a role involving direct interaction with the general public or customers.
Skills:
Excellent listening and communication skills.
Proficient computer skills, including data entry and MS Office.
Strong numeracy skills and ability to keep accurate records.
Ability to produce simple letters and correspondence.
Personal Attributes:
Initiative and a methodical approach to work.
Flexibility in attitude and manner to handle various people and service situations.
Desirable Requirements:
Qualification: NVQ Customer Service Level 2.
Experience: Previous experience in a building maintenance or construction-related environment.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Adam at Service Care Solutions on 01772 208 966 or send an E-Mail to Adam.Pearce@servicecare.org.uk
....Read more...
Type: Contract Location: Ashford, England
Salary / Rate: Up to £14.36 per annum
Posted: 2024-07-22 12:57:31
-
Job Title: Customer Resolutions Officer Work Location: - London, SE1 (hybrid working) Contract Type: Fixed Term 6 months Weekly Hours: 35 Hours per week - Monday to Friday Salary: £35,360 per annum, pro rata Are you passionate about delivering high-quality customer service and ensuring complaints are resolved effectively? Our client is looking for an experienced Customer Resolutions Officer to make a meaningful impact on our service delivery.
Ensuring that the customers journey is responsive, professional and provides satisfaction.
Key responsibilities
Manage end-to-end complaints process
Provide guidance and support in complaints handling
Coordinate effective management of complaints and Members' Enquiries
Ensure timely and accurate responses according to the Housing Ombudsman Handling Code
Analyse data to identify service gaps and recommend improvements
Provide training and assist in annual self-assessments for compliance
Communicate proactively with customers to resolve issues
Conduct regular quality assurance on responses and systems
Promote and support management information systems for performance analysis
Collaborate with colleagues to maintain high service standards and inspire the team
Essential Criteria
Experience of working in a complaints ideally within social housing
Understanding of high-quality customer service drivers
Attention to detail and ability to present practical insights
Effective business writing skills for succinct report creation
Analytical skills to identify root causes of issues
Strong relationship-building skills with colleagues at all levels
Proficient in Microsoft Office packages
Excellent presentation, listening, and communication skills
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
....Read more...
Type: Contract Location: City of London, England
Duration: 6 Months
Salary / Rate: Up to £35360 per annum
Posted: 2024-07-19 14:08:59
-
Job Title: Customer Service Advisor - Out of hours Locations: Chelmsford, Essex CM1 (Hybrid after training) Contract Type: Temp ongoing Work Pattern: Part time 20 hours (08:00 - 19:00 or 11:00 - 22:00 Saturday and Sunday)We are looking for a contact centre advisor on a temporary term contact.
As a Customer Service Advisor, you will be the first point of contact in providing outstanding customer service to a diverse range of customers and residents over the phone.
You will be providing advice and assistance on a range of housing related enquiries, diagnosing, troubleshooting, and booking in repairs, fielding customer account queries and supporting vulnerable residents via the careline.This is a part-time role with 20 hours per week working Saturday and Sunday, either 08:00 - 19:00 or 11:00 - 22:00 per day with a 1 hour unpaid lunch break.
The role is based in the Central Chelmsford office with hybrid (office/WFH) working available upon completion of new starter training and a short probationary period.
WFH options are granted once an initial sign-off period has been completed (typically four weeks, contingent on performance).Job Role -
Provide prompt, friendly, and professional assistance to customers and residents, addressing their inquiries and concerns with empathy and efficiency.
Offer advice and information on a wide range of housing-related topics, helping residents navigate their housing options and services.
Diagnose and troubleshoot issues, schedule repair appointments, and coordinate with maintenance teams to ensure timely and effective resolutions.
Field customer account queries, assist with billing inquiries, and provide guidance on payment options and account management.
Provide compassionate support to our most vulnerable residents via our careline service, ensuring they receive the assistance and resources they need.
Use your problem-solving skills to address and resolve customer issues, escalating complex cases to senior team members when necessary.
Maintain accurate and detailed records of customer interactions and transactions, ensuring data integrity and confidentiality.
Candidate Requirements -
Call centre experience
Excellent communication and problem-solving skills
Ability to establish genuine human connections with a diverse range of customers
Computer literacy and multitasking skills
Flexible and proactive approach to work
No previous housing experience or knowledge necessary
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk ....Read more...
Type: Contract Location: Chelmsford, England
Salary / Rate: Up to £15.61 per hour
Posted: 2024-07-17 13:05:23
-
Job Title - Customer Service Advisor
Location - Nottingham NG2
Contract - Temp 8 weeks.
Hours - 37
Role summary - The company is currently seeking a highly motivated and experienced Complaints and Information Support Officer to join the Chief Executive's Department.
This role is pivotal in ensuring the delivery of first-class customer service and managing a variety of information requests and complaints procedures.
Key Responsibilities:
Provide support to the Complaints and Information Team, handling statutory and non-statutory complaints, Freedom of Information requests, and Data Subject Access requests.
Offer advice and guidance on services, policies, and processes, including complex queries.
Assess, log, and acknowledge customer contacts, ensuring enquiries are correctly referred.
Manage and diffuse challenging calls and visitors, escalating matters appropriately.
Responsible for financial management processes, including processing orders and invoices.
Requirements:
Ensure accuracy and quality of work within different systems, adhering to statutory timescales and data protection legislation.
Uphold corporate policies and financial regulations.
Support all operational processes within the team efficiently and effectively.
GCSE level education or equivalent job-related experience.
Detailed knowledge of effective administration management and customer service.
Advanced working knowledge of Microsoft Office Suite and Customer Management Systems.
Excellent communication skills, with the ability to negotiate and influence people.
More than 12 months experience in a similar role, providing high-quality customer and business support.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: Nottingham, England
Salary / Rate: Up to £12.18 per hour
Posted: 2024-07-17 09:11:42
-
Job Title: Feedback and Resolution Advisor Salary: £26,950 Per Annum Hours: 37 Hours Per Week Type: 6 Month FTC Location: Birmingham, B37 Start Date: ASAPWe are seeking dedicated Feedback and Resolution Advisors for a 6-month fixed-term contract.
This role is pivotal in ensuring customer satisfaction and effectively resolving complaints and compensation claims.
Join our team to contribute to our mission of delivering exceptional customer service and improving the overall customer experience.Key Duties and Responsibilities:
Receiving complaints, compensation requests, and reports of customer dissatisfaction via multiple channels (customer portal, webchat, phone, email, face-to-face, and customer feedback platform).
Assisting Senior Feedback and Resolution Advisors with the resolution of complaints and compensation claims, including timely customer contact, liaising with service team colleagues, and updating systems.
Responding to real-time dissatisfaction comments processed from the customer feedback platform, investigating, and escalating where necessary.
Preparing quality and performance monitoring data, updating information boards, and ensuring performance targets are met.
Engaging with customers to gather feedback on service delivery and improve customer experience and satisfaction.
Adhering to key policies and procedures, including Health and Safety, GDPR, Equality and Diversity, and Safeguarding.
Handling customer calls or emails during high business demand or continuity periods.
Qualifications and Experience:
Educated to GCSE or equivalent standard in English and Maths.
Demonstrable experience in a pressurized customer service environment in a similar role.
Proven experience with computerized systems and data input (including Microsoft Office systems).
Experience dealing with vulnerable, demanding, or stressed customers.
Experience in problem-solving and dispute resolution.
Knowledge of complaints, compensation, and customer feedback policy.
Ability to handle incoming and outgoing customer calls.
Informed decision-making within guidelines and using judgment when necessary.
Flexibility with working hours to reflect service operating hours.
If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk ....Read more...
Type: Contract Location: Coleshill, England
Start: ASAP
Duration: 6 Months
Salary / Rate: Up to £26950 per annum + Plus comprehensive benefits
Posted: 2024-07-16 12:22:05
-
Job title: Customer Service Assistant
Location of the job: Maidstone,Kent
Contract type: 6 months temporary ongoing
Weekly hours: 34
Start date: 10th July Salary: £14.54
Job Description: As a Customer Service Representative, you will be the initial point of contact for all customers reaching out to the council.
Your role involves providing exceptional customer service to both internal and external customers in a busy and challenging environment.
The position requires handling customer enquiries over the telephone in a fast-paced department where each day presents new challenges. Key Responsibilities
Customer Interaction: Respond to customer enquiries over the phone, ensuring each interaction is handled with professionalism and empathy.
Service Excellence: Consistently deliver a high level of customer service, meeting and exceeding customer expectations.
Problem Solving: Address and resolve customer issues effectively, using positive language and a solutions-focused approach.
Adaptability: Thrive in a dynamic environment, showing resilience and a willingness to learn new skills and procedures daily.
Behaviour Management: Use assertive communication to manage difficult customer behaviours while maintaining a polite and empathetic demeanour.
Documentation: Accurately record customer interactions and updates in the system for future reference and reporting.
Qualifications
Experience: Minimum of 6 months experience in a contact centre or in roles dealing with challenging customers over the telephone.
Skills: Strong communication and interpersonal skills, with the ability to remain calm under pressure.
Attributes: Resilient, empathetic, and adaptable with a customer-centric attitude.
Working Conditions
Full-time position with standard office hours.
Fast-paced and dynamic work environment requiring quick thinking and adaptability.
Potential for handling high volumes of calls and varying customer issues daily.
....Read more...
Type: Contract Location: Sittingbourne, England
Salary / Rate: £14 - £54 per hour
Posted: 2024-07-08 10:06:54
-
Job title - Repairs Customer Services Advisor
Location - London E15
Contract - Temporary ongoing
Hours - Full Time 35 hours ( Fully office based )
Start Date: ASAP
We are seeking a dedicated and customer-focused Repairs Customer Services Advisor to join our Repairs Contact Centre team.
In this full-time, office-based role, you will play a vital part in providing exceptional front line service, handling a variety of service requests, and offering guidance related to housing repairs.
Duties would include:
Act as the first point of contact for customers and colleagues, successfully handling a wide range of queries (including accurately diagnosing, scheduling and logging repairs) right first time only escalating to specialist teams and contractors when required.
Offer a speedy, consistent and professional customer experience across a range of channels (voice calls, live chats, emails, customer portal, mobile app, CRM, telephony systems, repairs systems).
Quickly and accurately record and update all customer contacts and requests for services, repairs, bookings and appointments using all relevant in-house systems.
Contribute to achieving contact centre targets for grade of service, abandoned calls, right first time, customer portal/app sign ups and overall customer satisfaction, following agreed policies and procedures.
Take ownership of customer queries and see them through to resolution
Essential criteria and experience:
Clear understanding of the operational service provided within the Repairs Contact Centre.
Previous contact centre experience
Exceptional customer service skills including dispute management
Confidently use Microsoft Office and other IT systems
Strong negotiation and communication skills - verbally and in writing
Ability to manage a busy workload with conflicting priorities
A positive and practical approach to problem solving
Experience of working in a pressurised environment
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
....Read more...
Type: Contract Location: Newham, England
Salary / Rate: Up to £17.54 per hour
Posted: 2024-07-02 09:00:34
-
Job title: Customer Resolution Manager Location of the job: Sevenoaks, Kent TN13 Contract type: Permanent Weekly hours: 37 Working hours and breaks: Hybrid Working 2 Days Office 3 Home Working Start date: 30th JulyThe Candidate will be responsible for ensuring our complaints handling is efficient in meeting the Housing Ombudsman's Code.
They will be responsible for feedback processes, supporting customers and ensuring we learn from our customers' experiences and implement service improvements. Experience in dealing with challenging behaviour with strong negotiation skills is essential. The candidate will be proficient in managing a team to deliver an excellent complaint resolution service.Key Accountabilities:
Ensure all customers are treated with dignity and respect and that services are tailored to meet the diverse needs of individuals.
Respond to complex customer complaints and negative feedback with compassion and impartiality, ensuring customer's views are thoroughly investigated and acted on as appropriate.
Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
Work collaboratively with colleagues across the business to get the right result for our customers, providing challenge where necessary.
Maximise learning from customer feedback, working with colleagues to identify areas of improvement and to implement complaint outcomes.
Maintain positive working relationships with colleagues and external stakeholders, including local authorities, MPs and the Housing Ombudsman Service.
Ability to analyse complaints data, identify trends, recommend improvement to services.
Prepare regular reports on performance for Executive Team and relevant Committees and Boards.
Provide training, advice, and guidance to colleagues around complaints and customer feedback as and when required.
Competently use relevant systems to deliver an excellent service.
Role model the company values
Undertake any other duties to meet the requirements of the role
Essential criteria:
Customer service and/or complaints experience.
Problem-solving, including difficult situations.
Dealing with challenging behaviour and delivering difficult messages.
Building and maintaining relationships with colleagues and stakeholders
Tenacity and ability to see things through to a resolution.
Tailoring your communication for different audiences.
Experienced with policies and procedures.
Strong computer skills and ability to adapt to new systems
Adaptability and supporting others with change.
Applying equality, diversity, and inclusion principles.
Previous management of a team.
Previous experience of working in a customer focused environment.
Desirable experience:
Experience of the Housing Sector
A Charted Institute of Housing Qualification, or the desire to work towards one.
Clean driving licence and access to a car
Managing complaints
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Adam at Service Care Solutions on 01772 208 966 or send an E-Mail to Adam.Pearce@servicecare.org.uk ....Read more...
Type: Permanent Location: Sevenoaks, England
Salary / Rate: Up to £47121.00 per annum
Posted: 2024-07-01 10:06:56
-
Job title - Senior Complaints Officer Location - London Contract - Temp - Ongoing Start Date: Asap Salary: £27.13 Umbrella P/HOur client is seeking a Senior Complaints Officer to join their team.
The company is a high-profile organisation that is dedicated to maintaining and enhancing the city.
The successful candidate will play a vital role in supporting the team to manage and respond to complaints effectively.Job Responsibilities:
Act as a point of contact for residents wishing to raise a complaint or general enquiry.
Provide an effective front-line housing information and advice service and deal proactively with complaints and enquiries.
Manage and draft responses to enquiries from Cabinet members, MPs, and Ombudsman ensuring that deadlines for responses are met.
Support the creation of case files for the Housing Ombudsman.
Manage all recommendations made by the Housing Ombudsman in its final determination report.
Ensure the complaints system is maintained and complaints and enquiries are recorded within target times.
Support and train officers in their use of the complaints database.
Produce performance reports for the complaints and enquiries service and undertake monitoring/auditing tasks as directed by the team manager.
Manage information within the Housing Team to ensure responses to complaints and enquiries are comprehensive and meet the requirements of the City Council and Housing Ombudsmen.
Produce an overview for the complaints and enquiries regarding contract performance.
Requirements:
Experience of investigating complex complaint investigations, particularly for the Housing Sector or with the Housing Ombudsman.
Ability to reach a balanced outcome when you do not have enough evidence to support/disprove the complaint.
Can write a technical response in lay terms to ensure it is understood.
Evidence of contacting residents to understand their complaint and to explain your decision over the phone.
Can work collaboratively to ensure resolution to complaints/tracking actions and escalating cases/issues where there are identified or emerging risks.
If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Westminster, England
Start: ASAP
Salary / Rate: Up to £27.13 per hour + Umbrella p/h
Posted: 2024-06-25 09:00:00
-
Job Title - Customer Services Assistant Location - Durham Contract - Temp - 12 weeksHours - 37Role summary - The Customer Services Assistant will be responsible for providing first-class customer service to all customers, service users, and stakeholders.
The successful candidate will be the first point of contact for all queries related to the company's services and will be expected to deal with all enquiries through various communication channels.Key Responsibilities:, Provide accurate information on all services on both routine and complex issues., Assist the Customer Services Officers and Team Coaches in the day-to-day provision of the front-line service through face to face, telephone, self-service and e-based contacts., Deal effectively with customers service requests, answering queries, giving advice covering the full range of Partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable), Support the capture of corporate complaints, comments, compliments, and suggestions from customers using the Customer Relationship Management system and following the relevant adopted policies and procedures., The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud., Represent the customers best interests in seeking expert or specialist advice from services inside and outside the company., Maintain up-to-date records and knowledge of the companies Policies and Procedures required to provide the effective processing of service requests, enquiries, and complaints., Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion., Assist customers in locating the company's information stored in computerised and manual formats including the processing of payments as required., Awareness of Risk Management and the impact of the companies Risk Policy has on the post holder., Participate in corporate working, to achieve the corporate objectives and personal development aims., Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments.
Proactively co-operates with others to achieve targets set for group, participates in teamwork, and supports team decisions.Requirements:, 4 GCSE's (A-C) or equivalent, Experience of dealing with the public through a range of contact channels, Experience of working in a call centre environment, An understanding of the main services provided to the public., Ability to work on own initiative and under pressure., Ability to communicate clearly and deal with enquiries with diplomacy and sensitivity both verbally and in writing with a wide range of people., PC Literate, Administrative skills and ability to process numerical data., The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post., Ability to contribute to the development of the team., Positive attitude to flexible working, Ability and determination to achieve successful conclusions and respond to a challenge.If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: Crook, England
Salary / Rate: Up to £11.78 per hour
Posted: 2024-06-25 08:34:48
-
Job Title: Repairs Customer Service Manager
Locations: London EN1
Contract Type: Temp ongoing
Work Pattern: Full time 35 hours
We are looking for a Repairs Customer Service Manager to join our clients team and help drive their team.
This role will also involve monitoring and evaluating the team's performance, recommending areas for improvement, and coaching and supporting staff to develop.
As the Repairs Customer Service Manager, the successful candidate will lead the housing resolution customer support team, provide operational leadership of the Customer Service Team, and develop the online and digital offer for repairs.
The role involves embedding a customer-focused approach to continuous service improvement, responding creatively to the needs and aspirations of residents, and reviewing customer feedback and complaints regularly to improve the service.
Job Role -
Lead, manage and motivate the team to deliver high performance
Ensure that corporate/departmental people practices are understood and implemented within the service
Effectively manage budgets and projects within the service ensuring effective cost management and prioritisation
Monitor and evaluate the team's performance and recommend areas for improvement based on evidence
Coach and support staff to develop
Recommend areas for service improvement based on relevant data and information
Communicate effectively with elected members and other partners/stakeholders
Collaborate constructively with partner organisations and other stakeholders including internal services and colleagues
Build a culture of trust in the team
Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries
Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements
Develop the online and digital offer for repairs
Candidate Requirements -
Ability to engage, coach and motivate teams and set clear targets and expectations
Evidence of high levels of customer service and satisfaction
Experience of successfully managing performance and providing clear constructive feedback
Experience of successfully implementing plans and projects to time and budget
Ability to effectively plan and manage budgets and resources
Demonstrates a good understanding of the political structure and role of elected members
Ability to work collaboratively both with own service and across other services
Significant experience of running a high performing multi-channel housing call centre
Experience in designing and implementing sustainable change and improvement programmes aimed at trade-based operatives that drive engagement and empowerment
Experience of and understanding of the importance of involving residents in management decisions and service delivery
Experience of complaint services, ensuring root cause analysis and learning from complaints
Degree or Management Qualification or equivalent experience
Housing or repairs qualification
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
....Read more...
Type: Contract Location: Enfield, England
Salary / Rate: Up to £550 per day + Umbrella
Posted: 2024-06-25 08:21:05
-
Job Title: Customer Liaison Case Manager Contract Type: Temp -Ongoing Work Pattern: 35 Hours Per Week Start Date: AsapService Care Solutions are looking for a Customer Resolutions Officer on behalf of our client to join a team in London.
You will be responsible for delivering a high-quality customer service to customers needing support during reported complex repairs.Job Role -
To proactively collaborate with residents to surmount barriers and facilitate repairs.
To handle cases related to damp, mould, and disrepair in accordance with regulatory guidance and legislation.
To liaise with internal and external partners to ensure that each repair is being completed in the most timely and cost-effective manner.
To coordinate internal stakeholders' meetings to facilitate effective management of repairs when required.
To manage legal action when necessary for access for works to take place, liaising with relevant operational teams.
Act as the point of contact to investigate complaints by residents and provide updates as necessary.
Ensure that IT systems are regularly updated, and manual record systems are maintained, enabling accurate reporting and customer management.
Collaborate with diverse tenants who require extra support and refer them to appropriate internal and external support services.
Suitable Candidates experience: -
Experience within a customer service environment handling customer enquiries and complaints.
Experience of problem solving
Good standard of written communication and communicate effectively.
Comfortable using Microsoft packages and in house systems.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208966 or send an E-Mail to arran.fitchie@servicecare.org.uk. ....Read more...
Type: Contract Location: Ealing, England
Start: ASAP
Salary / Rate: Up to £21.65 per hour + Umbrella p/h
Posted: 2024-06-24 14:30:38
-
Job Title: Customer Resolution Officer Contract Type: Temp -Ongoing Work Pattern: 35 Hours Per Week Start Date: AsapService Care Solutions are looking for a Customer Resolutions Officer on behalf of our client to join a team in London.
You will be responsible for delivering a high-quality customer service to customers needing support during reported complex repairs.Job Role -
To proactively collaborate with residents to surmount barriers and facilitate repairs.
To handle cases related to damp, mould, and disrepair in accordance with regulatory guidance and legislation.
To liaise with internal and external partners to ensure that each repair is being completed in the most timely and cost-effective manner.
To coordinate internal stakeholders' meetings to facilitate effective management of repairs when required.
To manage legal action when necessary for access for works to take place, liaising with relevant operational teams.
Act as the point of contact to investigate complaints by residents and provide updates as necessary.
Ensure that IT systems are regularly updated, and manual record systems are maintained, enabling accurate reporting and customer management.
Collaborate with diverse tenants who require extra support and refer them to appropriate internal and external support services.
Suitable Candidates experience: -
Experience within a customer service environment handling customer enquiries and complaints.
Experience of problem solving
Good standard of written communication and communicate effectively.
Comfortable using Microsoft packages and in house systems.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208966 or send an E-Mail to arran.fitchie@servicecare.org.uk. ....Read more...
Type: Contract Location: Ealing, England
Start: ASAP
Salary / Rate: Up to £30000 per annum
Posted: 2024-06-24 14:28:35
-
Job Title: Contact Centre Advisor
Locations: Pitsea, Essex SS13 (Hybrid after training)
Contract Type: Temp on going
Work Pattern: Full time 35 hours
We are looking for a contact centre advisor on a temporary term contact.
The successful candidate will be responsible for being the first point of contact for all residents contacting the Contact Centre regarding repairs and residential enquiries.
You will provide appropriate advice and information through different communication channels such as telephone, email, web chat or in writing to ensure right first time resolution.
Please note successful applicants will be required to undertake a 3 week training programme fully on site.
You will be required to attend this on a full-time basis; Monday to Friday from approx.
9.00am to 4.30pm.
Job Role -
Answer contacts from residents reporting repairs/breakdowns within their home and use questioning skills to establish priorities and raise jobs on the in-house system.
Ensure all complaints about repairs and maintenance services are recorded on in-house systems and assigned to the appropriate department.
Deal with routine enquiries from leaseholders regarding maintenance.
Maintain relevant files, IT records, and other systems, and ensure that information is up to date and can be accessed and understood readily by others.
Obtain information on behalf of the residents from asset management, repairs and maintenance contractors and schedulers, to enable clear and comprehensive responses to be provided.
Chase up other departments where they have failed to provide a satisfactory response using in-house systems to highlight any service failures.
Ensure that residents and other relevant staff are kept informed of delays in delivering a service and of the reasons for these delays, and the action being taken to minimize delays and restore service delivery.
Ensure that all information and advice provided to residents is clear, in accordance with policies, procedures and service standards, and takes into account the individual resident's circumstances.
Candidate Requirements -
Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.
Experience of a commitment to high standards of resident care and service delivery in an environment where residents may display aggressive behaviour.
Experience of using IT systems as a source of information and to record information about, and transactions with residents to ensure an up-to-date and efficient service.
Willing and able to provide a positive and friendly first response to residents and other callers.
Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
Able to work as a member of a team but taking responsibility for own actions.
Able to take proactive action to prevent complaints from escalating.
Able to refuse a request in a manner that is acceptable to the resident and reflects high standards of resident care.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk ....Read more...
Type: Contract Location: Basildon, England
Salary / Rate: £13.22 - £13.40 per hour
Posted: 2024-06-24 10:14:41
-
Job Title: Customer Service Advisor
Location: Liverpool
Contract: Temp - ongoing
Salary: £14.86 Umbrella p/h
Service Care Solutions are looking for a Customer Service Advisor for our clients in Liverpool.
You will be responsible for delivering excellent customer service and provide resolutions o enquiries.
Key Responsibilities:
To oversee individual inquiries, grievances, and customer requests.
To actively contribute to the ongoing enhancement of customer access to high-quality, cost-effective services.
To support the organisations dedication to Best Value and exceptional customer service.
To achieve proficiency in all facets of services provided through the Careline Service, with comprehensive training provided.
To adeptly utilise pertinent ICT systems and aid in creating, developing, and managing records, files, and statistical information.
To furnish accessible and comprehensive information and advice to customers regarding all Careline services, staying current with service-related updates.
To formulate, enhance, and uphold procedures and working practice codes that foster a quality-driven approach to service delivery.
Suitable Candidates experience: -
Experience on working within a customer focussed role.
Experience of responding, handling and resolving challenging customer queries.
Experience in customer service soft skills including empathy and taking ownership.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk
....Read more...
Type: Contract Location: Liverpool, England
Start: ASAP
Duration: 3 Months
Salary / Rate: Up to £14.86 per hour + Umbrella p/h
Posted: 2024-06-20 08:34:11
-
Job Title - Customer Service Advisor - Housing Repairs
Location - Reading RG1
Contract - Temp - Mid Dec
Hours - 37
Role summary -
This company is looking for a highly motivated and skilled individual to join their team as a Customer Service Advisor - Housing Repairs.
The successful candidate will be responsible for providing excellent customer service to tenants and homeowners who require assistance with their housing repairs.
Key Responsibilities:
Answering and resolving customer enquiries via phone, email and face-to-face communication
Booking appointments for housing repairs
Providing accurate information to customers regarding their housing repairs
Ensuring all customer service targets are met
Maintaining accurate records and updating the database
Requirements:
Previous experience in a customer service role
Excellent communication skills, both verbal and written
Ability to work well under pressure and manage multiple tasks simultaneously
Proficient in Microsoft Office
Experience in the housing repairs industry is desirable
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: Reading, England
Salary / Rate: £15 - £15.26 per hour
Posted: 2024-06-20 08:33:26
-
Service Care Solutions are looking for a Customer Complaint Officer to work within the Lancashire Constabulary on an initial 6-week contract.Location: PrestonJob Role/Responsibilities:To provide a high quality, efficient and effective service delivery to customers.
To ensure compliance with all regulations, policies and procedures and national guidance in respect of complaints.
Provide, promote and demonstrate a high-quality customer focused approach to all aspects of the role, ensuring regular contact with customers, managing expectations and delivering a quality, impartial and informative service on all aspects of complaint cases.
To have excellent customer service skills and ability to communicate with people at all levels in a variety of formats.
Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.
Responsible for the initial research and assessment of all new complaints in line with the relevant legislation, regulations and guidance to make a recommendation on recording decision for the Appropriate Authority using the reasonable and proportionate criteria.
To identify themes, trends, and lessons learnt from all expressions of dissatisfaction.
Responsible for ethical complaint resolution in liaison with the complainant and those subjects of the complaint and compiling a detailed report documenting your findings and recommended outcome.
Responsible for setting the terms of reference for low level investigations to ensure the matter is investigated impartially and the correct result is achieved.
Provide specialist advice and guidance on complaint and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.
Knowledge/Experience required:
Experience of providing customer advice in a busy environment.
Experience of dealing with members of the public and working in partnership with other departments and agencies.
Experience of providing accurate detailed written reports, demonstrating a high level of attention to detail.
Experience of dealing with people in difficult, sometimes confrontational circumstances.
Ability to provide specialist advice on all matters relating to complaints against police.
Experience of interrogating computer systems to produce reports and management information.
Experience of using Microsoft Software Applications.
Experience of inputting, updating and maintaining computerised and manual filing/recording systems.
If you are interested in this role or want further discussion, please contact Lewis O'Donnell either via email: lewis.odonnell@servicecare.org.uk or tel: 01772208962.
Alternatively, if you have any friend or colleagues that might be interested, please feel free to refer them as we a have a referral scheme in place of up to £400. ....Read more...
Type: Contract Location: City of Preston, England
Start: ASAP
Duration: 6 weeks
Salary / Rate: Up to £13.87 per hour
Posted: 2024-06-19 12:30:46
-
Job Title - Customer Fulfilment Centre Advisor
Location - Reading RG1
Contract - Temp - End of Aug
Hours - 37
Role summary - The Customer Fulfilment Centre Advisor will be responsible for providing excellent customer service to residents who are enquiring about their council tax and housing benefits.
The successful candidate will be required to handle a high volume of calls and emails and will need to have excellent communication skills and attention to detail.
Key Responsibilities:
Handle a high volume of calls and emails related to council tax and housing benefits
Provide excellent customer service to residents
Ensure all enquiries are dealt with in a timely and efficient manner
Maintain accurate records of all customer interactions
Work closely with other departments to resolve customer issues
Requirements:
Previous experience in a customer service role
Excellent communication skills, both written and verbal
Attention to detail
Ability to work well under pressure and handle a high volume of calls and emails
Good IT skills
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: Reading, England
Salary / Rate: £13.47 - £16.26 per hour
Posted: 2024-06-19 08:34:51
-
Job title: Service Manager Location: Chorley Contract Type: Perm - Full time Salary: £35k - £40kJob Description This company is seeking a highly motivated Service Manager to join their team.
The successful candidate will be responsible for overseeing the delivery of services to clients, ensuring that all service level agreements are met and exceeded.
Key Responsibilities
Manage the delivery of services to clients
Ensure that all service level agreements are met and exceeded
Manage a team of service professionals
Provide coaching and guidance to team members
Develop and implement strategies to improve service delivery
Monitor and report on service performance
Manage customer escalations and complaints
Collaborate with other departments to improve overall customer experience
Requirements
Proven experience as a Service Manager or similar role
Excellent leadership and management skills
Strong customer service skills
Excellent communication and interpersonal skills
Ability to manage multiple priorities and meet deadlines
Strong problem-solving and analytical skills
Experience in the technology industry is a plus
Bachelor's degree in Business Administration or related field
Benefits
Competitive salary
Comprehensive benefits package
Opportunities for career growth and development
Dynamic and collaborative work environment
Opportunity to work with cutting-edge technology
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Permanent Location: Chorley, England
Start: ASAP
Salary / Rate: £35000 - £40000 per annum
Posted: 2024-06-14 14:41:39
