United Welsh
Customer Engagement Coordinator
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Customer Engagement Co-ordinator
Reporting to: Senior Customer Service Coordinator
Broad purpose of the post
We are looking for a Customer Engagement Co-ordinator to deliver exceptional customer service across various channels, making sure queries are resolved professionally and quickly.
In this role you will manage reception duties, process documents, and welcome visitors warmly. You will work flexibly within our Housing and Communities Team, maintaining high service standards and creating positive experiences for customers. Building strong relationships with partners and managing customer expectations proactively are important aspects of the role.
- 12 month Fixed Term Contract, Full Time (35 hours)
- £28194.75 per annum
- Closes 2nd September, Midday
- Interviews 9th / 10th September
Key accountabilities
- Deliver a responsive, customer-focused service across all communication channels, including telephone, face-to-face, text, email, and social media, making sure queries are resolved effectively and quickly
- Show excellent person skills while managing reception duties at our head office, including processing documents, handling post, and warmly welcoming visitors to the office
- Record, assist and action customer feedback including compliments and complaints, and use the knowledge gained from feedback to improve our services
- Support the Housing and Communities Team by working flexibly to make sure the highest standards of service delivery, enabling positive experiences for both internal and external customers and partners
- Assist United Welsh in meeting their financial targets to make sure that the organisation can make the most of its financial strength. For example, making sure that rent queries and direct debit mandates are correctly and professionally handled
- Build strong relationships with partners such as Celtic Horizons, managing agents, and support providers to shorten customer journey time and resolve queries efficiently at the first point of contact. Where possible, you will resolve queries and provide relevant information at the first point of contact to provide the best possible outcome for the customer and deliver departmental KPIs.
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Essential Criteria
- Proven experience in a customer service role, demonstrating the ability to handle a range of customer inquiries effectively
- Ability to work effectively within a dynamic team, maintaining high standards of professionalism, empathy, and kindness
- Proficiency in Microsoft Excel, Word, Outlook, and email, with the ability to learn and adapt to new software
- Excellent verbal and written communication skills, with the ability to convey information clearly and concisely
- Strong person skills, capable of managing reception duties, processing documents, handling postal tasks, and warmly welcoming customers
- Highly adaptable and flexible, able to work within a team to meet changing priorities and demands. Remaining calm and composed under pressure, ensuring effective service delivery
- Proactively manage customer perceptions and expectations, providing education and guidance as needed
- Skilled in building and maintaining positive relationships with residents and other stakeholders, fostering trust and satisfaction
- Strong numerical skills, with the ability to accurately calculate rent payments
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Desirable Criteria
- Experience of working within the Social Housing sector
- Experience of customer service through corporate social media channels
- Competent using Capita OpenHousing as a housing management system
- Familiar with Microsoft Teams
- Familiar with IS databases
- Welsh language skills
When applying, please upload a cover letter in no more than 1000 words highlighting how you meet each of the essential and desirable (where applicable) criteria on the job advert. This is the main resource we use when making shortlisting decisions. Requirements within the essential criteria of the Personal Requirements will be used for shortlisting purposes. However, all of the criteria will be considered in the process of making an appointment.
We reserve the right to close this vacancy early if we receive a high volume of suitable applications.
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