Customer Care Co-ordinator

Customer Care Co-ordinator Hemel Hempstead, Hertfordshire (Hybrid/ Smart Working) £31,298 Per Annum Plus Benefits Fixed Term Contract, Full Time (12 months) (37 hours per week) We are currently seeking a Customer Care Coordinator to join our Customer Service Centre. In this key role you will play a crucial role in helping us meet our promises to customers. Your main objective is to resolve escalated queries to improve customer experience and prevent complaints. Other Responsibilities: * Serve as the next point of contact for unresolved queries from Contact Centre Advisors, processing a high-volume of customer queries. * Own complex and high-risk customer issues through to resolution * Liaise with multiple teams and contractors to get answers for customers and make necessary arrangements, including booking appointments. * Proactively reach out to customers via email, text, phone, and letter to provide updates and solutions in a timely manner. * Consistently develop a rounded knowledge of housing, repairs, and related services to advise customers in line with the Thrive Deal (our service standards). * Escalate issues for out-of-policy decisions or senior attention to prevent complaints. * Provide solutions or compensation to fix problems and prevent them from becoming complaints. * Monitor progress of actions, reminding teams where necessary, to ensure commitments are met and accurately recorded. Requirements: * Customer focused with excellent communication skills to liaise with teams, contractors and customers alike. * Strong working knowledge of residential property maintenance & repairs. * Organised and deadline driven. * Skilled in using Microsoft applications (Outlook, Excel) and CRM and scheduling systems (full training provided). * You will have a proven track record of our key deliverables, achieved through experience or education. * Your ability to role model our core behaviours is as important as technical expertise. * You must be able to support a culture founded in trust and respect for everyone. Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role. Closing date: Wednesday 23rd April 2025 Interviews: To be confirmed We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible