Job Description

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Property Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people\xe2\x80\x99s lives, each and every day.

We\xe2\x80\x99re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

Join our Property Services team as a Customer Experience Coordinator

The Property Services team manages the repairs and maintenance service and Property Management of properties across London, the South East and Home Counties.

The directorate undertakes repairs, servicing, voids, Property Management, Environmental services and planned maintenance work to our customers\xe2\x80\x99 homes via our inhouse team and a variety of contractors and service providers who are employed on our behalf. This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes. Our work also includes statutory and regulatory compliance checks.

The Customer Experience Coordinator is to bring the Customer\'s view, no matter how big or small, into the conversation across all silos of the Directorate.

The role

We have a fantastic opportunity for someone to join us in the position of Customer Experience Coordinator in Camden, London.

Location: Hybrid working (attendance is required at One Housing\'s Head Office in Camden at least three days per week)
Salary: \xc2\xa329,000 - \xc2\xa332,000
Hours: 35 per week, Monday to Friday

Your responsibilities will include:

• Work as part of a small team to manage the Property Services complaint process and collaborate with colleagues to ensure complaints deadlines are met.
• Support with writing complaints in the corporate style and ensure compliance with Ombudsman guidance.
• Undertaking project work as required for complaints and Ombudsman requirements
• Book meetings with colleagues and stakeholders to support in complaint fact finding
• Supporting with Ombudsman cases, naming evidence and uploading files correctly
• Ensuring the timely production of reports from our CRM with up to date contact notes
• Support colleagues to complete outstanding actions from complaints and support with sending out complaint responses
• Assist in implementing the strategic benefits in reducing complaints and concerns, embracing the CRM to deliver positive meaningful and measurable customer experiences in Property Services.

What you will need to succeed

We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will:

• Have experience with handling complaints
• Be passionate about social housing and have previously worked in the sector
• Have Ombudsman experience (desirable)
• Have proven excellent communication skills, both verbal and written
• Be confident using CRM systems and spreadsheets
• Be highly organised and take a pro-active approach to your work

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary:\xc2\xa329,000 - \xc2\xa332,000
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you\xe2\x80\x99ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We\xe2\x80\x99re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years\xe2\x80\x99 continuous service.

About us

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and our workforce reflects that. As of December 2021, One Housing merged with the Riverside Group, creating one of the country\'s largest housing associations, with more than 75,000 homes. This follows a shared recognition that we are better and stronger together; and that when we combine, we will be able to do more for our customers and the communities we serve.

At One Housing, our people are our strength which is why we work very hard to enable all employees to bring their authentic self to work. This commitment is reflected in our hybrid working policy, our diversity groups support network, our wellbeing initiatives and our employee benefits.

We understand that the different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.

Apply today for a fulfilling career in our Customer Services team.

Please note, any application closing date is included as a guide and adverts may be withdrawn and vacancies closed before the guide date indicated. We recommend that if you are interested in applying for this role that you do not delay in submitting your application.

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