Join Our Team as a Customer Service Coordinator
Location: Croydon (Responsive Maintenance Division)
We’re looking for a dedicated Customer Service Coordinator to join our team in Croydon, supporting one of our social housing contracts. In this role, you’ll be the central point of contact for residents, ensuring their concerns and complaints are handled with care, professionalism, and efficiency. You will manage customer feedback and resolve issues throughout our maintenance programmes, maintaining trust and satisfaction.
Key Responsibilities
- Act as the primary contact for residents raising complaints or service concerns.
- Manage and resolve customer complaints in a timely and empathetic manner, ensuring clear communication throughout.
- Maintain accurate records of all customer interactions, complaints, and resolutions using our internal systems.
- Liaise with internal teams and contractors to investigate and resolve issues effectively.
- Coordinate follow-ups and ensure residents are kept informed of progress and outcomes.
- Identify recurring issues and contribute to service improvement initiatives.
- Prepare reports and summaries of complaint trends for management review.
Requirements
- Proven experience in customer service, complaints handling, or resident liaison – ideally within housing or maintenance services.
- Strong communication and conflict resolution skills.
- Excellent attention to detail and ability to manage multiple cases simultaneously.
- Proficient in IT systems and comfortable using databases and reporting tools.
- Ability to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage.
We welcome applicants from all backgrounds and assess any disclosed convictions individually. We are committed to fair hiring practices and creating an inclusive workplace. We do not discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Reasonable adjustments are available.
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