Customer Experience Case Manager

Peabody has an exciting opportunity for a Customer Experience Case Manager to join their Housing department based in London. This is a full time role on a month fixed-term contract and they’re offering a competitive salary of £28,000 per annum.

When you join Peabody, you join an extensive and growing business. One with 27,000 homes, 70,000 residents and a 150-year history. As a major housing association we have outstanding challenges for people with talent and motivation. But we also have a strong commitment to the ideals of our philanthropist founder: George Peabody. That means you’ll have every chance to achieve - while making a difference.

Our principles are simple: we believe in helping people and communities to grow, in estates that are springboards – not safety nets. With operations in nearly every London borough and one of the sector’s largest community regeneration programmes, we’re always keen to meet talented people who support our ambitions.

We are seeking a Customer Experience Case Manager with an excellent customer service ethos to fulfil this fixed-term contract position until March 2015. You will be required to provide an excellent customer experience, whilst managing any complaints, compliments and feedback from our customers.  Effectively managing your time and key stakeholder relationships in order to resolve cases and promote lessons learnt.

Key result areas for our Customer Experience Case Manager candidate are:

- Working as part of a team to manage your own workload effectively. Ensuring that you take ownership through to resolution using your relationships and organised approach to ensure that all aspects of the customer’s feedback is addressed.

- To work with internal and external stakeholders, liaising regularly and being proactive in order to achieve a resolution together.

- To communicate in an effective way with our customers, showing empathy, understanding and the determination to deliver. Ensuring timely and considered communication which evidences that you understand the needs of your customer.

- Support the business objectives in driving through continuous improvement by implementing improvements to our processes and identifying trends and potential barriers to delivering a great customer experience.

Our ideal Customer Experience Case Manager candidate will have the following essential knowledge, skills and experience:

- Excellent written and verbal communication skills.

- Excellent interpersonal skills able to influence others and manage multiple relationships.

- Previous experience of successfully operating in a complaints or customer service operation.

- Ability to prioritise workloads, manage multiple cases and organise time effectively.

Our ideal Customer Experience Case Manager candidate will have the following desirable knowledge, skills and experience:

- Highly developed problem solving skills.

- Ability to use initiative to get results.

If you feel you have the skills and experience to become our Customer Experience Case Manager then please click ‘Apply’ today!

Peabody is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.