DBR03696 Customer Relationship Officer

Local Government, Public Sector

We are looking for Customer Relationship Officer, promoting a customer-focussed approach to repairs through effective management of complaints, Mayoral and Member /Ombudsman enquiries, including coordinating any investigative work, ensuring that responses are in line with standards, managing customer /stakeholder relations, and ensuring effective resolution of any outstanding issues /repairs:

To support the development of a customer-focussed culture through learning from complaints and analysis of customer feedback, including identification of improvements, new ways of working and potential changes to policy and procedures:

Qualification – Essential

GCSE Grade A-C (or equivalent) in English Language and Mathematics
NVQ Business Administration Level 3, BTEC or equivalent experience in a related role
Advanced – Microsoft; Word, PowerPoint, – Excel, Outlook & social Media
Essential – Skills, Abilities & Experience
Ability to work flexibly, creatively and collaboratively to resolve issues and problems
Demonstrate ability to work collaboratively with colleagues at all levels and adjust their work priorities to assist colleagues in meeting service area objectives
Strong customer-focused approach, with an emphasis on ‘getting it right first time’ addressing concerns sensitively
Excellent communication skills, with the ability to liaise with residents, contractors, councillors and officers at a senior level
Proven ability to work under pressure, and too tight deadlines
Good ability to coordinate and plan own workload and manage conflicting priorities
Ability to produce clear and concise letters and reports
Proven ability to present and analyse data for performance monitoring and reporting purposes and draw conclusions
Good ability to train or motivate others to achieve excellence in service delivery/customer care
Advanced user of IT, including reporting and interpreting data
Good understanding of housing management, repairs and maintenance, and tenancy law would be beneficial
Good understanding of the effective approaches to customer care and complaints resolution
Proven working knowledge housing repairs ordering systems, word processing, spreadsheets, and databases
Experience of working in a building maintenance environment, with direct involvement in the delivery of customer –focussed services
Good experience of managing and resolving complaints and providing effective redress
Candidates will undergo a pre-employment screening for this post
Able to provide Five Years of references – essential
To apply for this role, candidates require a full work history with no unexplained gaps
Diamond Blaque is an Equal Opportunities Employer
Diamond Blaque is acting as an Employment Agency for this vacancy

Ref: DBR03696
Job Title: Customer Relationship Officer – P/T
Salary: £16.75 per hour PAYE – Inside IR35
Location: East London
Hours: 14.00 hours per week
Duration: Minimum 3 months – Extension on Performance

To apply for this job email your details to info@diamondblaquee.com.