Location: Ealing W5 2AU
Salary: up to £30,888
We’re looking for a customer-focused individual with energy, experience and a strong sense of purpose to join us as a Complaints Handler. The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too. One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities. We're at a particularly exciting point in our story, having recently merged with another large housing association, Aldwyck. The merger makes us stronger and more able to deliver our social purpose - in every part of our organisation. We’re always seeking to do better. If you are too, read on.
You will act as a Complaints Handler by resolving complaints and providing 1-2-1 contact with our customers across various tenures whilst ensuring that Catalyst addresses issues/problems and delivers outstanding customer services in a timely and effective manner. You will work closely on our new digital platforms to mobilise a constant dialogue and feedback with customer’s, guaranteeing a more dynamic and engaging communication approach.This will include maintaining Catalysts tone of voice across all digital channels and improving the company’s brand through blogs & social communities and consumer forums. As part of this role you will understand the voice of the customer and strive for 1st contact resolution whilst engaging and influencing stakeholders across the business to ensure that customers have access to the right services and outcomes.
The successful candidate will have developed questioning and listening skills and an ability to communicate with both empathy and clarity across a range of digital platforms. It is essential that you have demonstrable experience of complex cases and difficult customers and of delivering customer service excellence within a fast paced and target driven environment. You will also need to be able to demonstrate the ability to flex to different audiences, adapting your writing style for different digital platforms and engagement methods to different types of customers. You will also need proven organisational and administration skills and the ability to effectively manage conflicting priorities.
We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success. If you’d like to join us, and help make a real difference, please get in touch.
The role is subject to an enhanced check.
For more information and to apply, please visit our careers page: www.chg.org.uk/careers.
Please note completed pre-employment forms must be included in order for your application to be processed.
Closing date: Monday 2nd September 2019