Customer Care Officer
Job Description
K&T Heating provides gas compliance services for local authority, housing association and charity customers, currently managing around 200,000 properties across London and surrounding postcodes. We are looking for a Resident Complaints Officer to join the team in our Dartford office.
Role
The role of our Resident Complaints Officer is to act as the main point of contact for our client and be a customer contact for compliancy, escalated queries, complaints, and complex issues. The role also involves daily administration/client reporting and will be based in the Dartford office.
- Act as the main point of contact for escalated calls from Customer Service Agents
- Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
- Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
- Update and provide compliance & repair reports to client.
- Call customers to arrange appointments for follow up works
- Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
- Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
- Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity
- Attend Contract meetings.
- All associated ad-hoc administrative duties.
Package
- Full time, permanent position
- Competitive package: up to 24k depending on experience
- 28 days annual leave including bank holidays, rising by one day with each full year of service (Max five additional)
Essential Criteria
- Previous administrative experience, preferably from a social housing/construction background
- Able to provide a high level of courteous, professional customer service
- Proficient in MS Office, in particular Outlook and Excel
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills
- Exceptional verbal and written communication skills
K&T Heating Ltd is an equal opportunities employer who values everyone as an individual.
- Business
- K&T Heating
- Role
- Call Centre
- Locations
- K&T Heating HQ
- Yearly salary
- £22,000 - £24,000
- Employment type
- Full-time
Customer Care Officer
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