Customer Care Advisor

Job content

We currently have a fantastic opportunity for an individual who thrives on having great conversations and enjoys interacting with people by phone and email. Rydon is passionate about customer service and as part of our commitment to continually improving our customer experience, we now have an exciting opportunity for a Customer Care Officer to join our team on a full time permanent basis at our office in Dartford, Kent.

Rydon has established a strong reputation for the quality within our new-build and maintenance sectors, creating and improving communities for the benefit of current and future generations. For over 40 years, we’ve recruited talented and innovative people to build and maintain homes, schools, hospitals, student accommodation and more. We combine a personal touch with outstanding technical expertise to deliver award-winning, quality facilities for local communities with a commitment from people who are passionate about what they do.

Our maintenance business provides a range of expert planned and responsive maintenance services to domestic properties and commercial buildings in the social housing, health and social care sectors. We look after a growing number of healthcare buildings for NHS Trusts, residential homes and educational facilities. Using the latest technology we ensure properties are well maintained, efficient and fit for purpose.

Based from our office in Dartford, Kent the successful candidate will be responsible for handling and resolving customer queries, as well as pro-actively providing first class customer care across our key social housing responsive repairs and maintenance contracts.

The role will involve understanding the route cause of any complaints by establishing the full details, addressing expectations, recording all contact made and actions proposed/agreed to ensure the information can be used to improve services and prevent repeat complaints. This will involve calling our customers to carry out customer satisfaction surveys and identifying any main issues and collating conclusions. Reviewing reports you will help identify trends with complaints, suggestions and compliments to give Rydon the opportunity to maximise customer satisfaction.

Key duties will include;

• Ensuring that correspondence and complaints are logged and forwarded to the appropriate team for investigation.
• Carrying out customer satisfaction surveys in-line with contractual obligations.
• Ensuring that service promises are logged, tracked and followed up and that data is accurate, clear and concise.
• Identify trends in low performance and propose solutions for service improvements by delivering timely KPI information.
• Take a proactive approach with development and delivery of staff training in customer service/satisfaction; Liaising with residents, sub-contractors, and other companies as required;
  

This is a varied role and would be ideally suited to a candidate who has a passion for achieving excellence in customer service.

The successful candidate will have excellent customer service experience and administration skills. This position would suit an individual looking to progress their customer service career and previous experience working within a contact centre for a social housing reactive maintenance environment would be an advantage, but is by no means essential. Overall candidates will have an excellent telephone manner, strong attention to detail, the ability to communicate effectively at different levels and in sensitive situations and experience of using Microsoft Office programmes to include Word, Excel and Outlook.

If the above sounds like you then we’d strongly encourage you to apply.

As a well established, progressive company we are committed to attracting and retaining individuals by offering an excellent benefits package that includes a wide range of core and voluntary benefits.

Rydon is an equal opportunities employer and promotes diversity in employment. Successful candidates will be selected solely on their ability to carry out the duties of the post.

To apply online, please use the ’apply for this job link’ at the top of this page.

Our application process is very straight forward allowing you to apply with a CV (from your Computer or Dropbox), LinkedIn, Facebook or Google+ and should take no more than a few short minutes.

For details on our rewards, recognition and benefits please click here.

For more details on our culture and what it’s like to work at Rydon, please click here.

Further information on how to apply can be found by clicking here.