Customer experience officer

Are you passionate about delivering outstanding services for customers? Are you looking for a new challenge? Do you like to make a difference? If this sounds like you, this could be your perfect role. We are a not-for-profit housing association dedicated to offering quality and affordable homes in the North of England. With a portfolio of 5,000+ homes, we currently house 7,000+ customers across the North West, North East, Yorkshire and Derbyshire. We rsquo;re looking for someone who will be able to assist our customers with: * Exceptional customer experience through multi-contact channels. * Resolving queries at the first point of contact taking full ownership with a solutions focused approach. * Moving in and moving out, choice-based lettings, nomination agreement, leasehold related enquiries, anti-social behaviour and other tenancy matters. * Repairs, complaints, customer support, general administration. * Rent payments, arears, money advise. * Optimising the use of technology and systems, contributing to process and service reviews, identifying efficiency savings and service improvements. * Maintaining timely records of all customer contacts, queries, and actions on JJH rsquo;s housing management system. So now you rsquo;ve heard a bit about what you rsquo;ll do, let us tell you a bit about the team - it rsquo;s important to know who you might be working with, right? Our Team We are a close-knit team of 11based at our great innovation Hub in Cheadle. We rsquo;re led by Lisa our Customer Operations Lead and as well as providing support to the organisation and our customers, we support each other too. We work hard but we also like to have fun! About You Ideally, we rsquo;re looking for someone who: * Is a great communicator who puts customers at the heart of everything you do. * Has experience of delivering exceptional customer service. * Has experience of resolving customer queries at first point of contact. * Will show empathy and understand the sensitive nature of the issues being dealt with and work effectively within a team. * Is experienced in a wide range of multimedia channels and systems. * Leasehold experience would be a fantastic bonus. You rsquo;ll be comfortable working with colleagues across the business in an environment focused on continuous improvement and digital innovation. If you think you rsquo;ve got most of what we are looking for, but not everything, we rsquo;d still love to hear from you. And the benefits of working for us? We work in an agile way, you can work from home as well as your main place of work, as long as our customers are put first. You rsquo;ll also have a degree of flexibility, so you can attend the important things in life, we will work with you to be flexible. We offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years rsquo; service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, early finishes or even a later start. You may have seen or heard of the exciting news that we have recently joined Sanctuary Housing as a subsidiary. Sanctuary are one of the largest housing associations in the country and like Johnnie Johnson has been in operation for over 50 years and have over 120,000 homes. We have introduced a condensed 4.5 day working week for colleagues, which means our offices close, and we finish working at 1pm on a Friday. We believe this is a great extension to our already flexible lsquo;My Lifestyle rsquo; approach. This way of working has been endorsed by Sanctuary and will continue until we are fully integrated into their organisation, at which point Sanctuary will review this way of working. We understand how important having a safe, affordable and comfortable home is, and the difference it can make. We pride ourselves on ensuring our properties support and help people live well and independently for longer. Our mission is to help all our customers to live longer and live better, in a place that they are proud to call home. Why don rsquo;t you visit our careers site to find out more about us, the role and what we can offer you. We reserve the right to bring the closing date forward should we get enough quality applications