Service Recovery Assistant
Salary: £28,000 – £29,500
Location: Ealing office base with hybrid working
Contract: Permanent, 35 hours per week
DBS check required: Basic
About us
We’re a UK housing association committed to a new vision – providing homes people love to live in.
With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.
Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.
We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.
Role Overview
Do you enjoy resolving issues for customers? Do you like see a job through until it is completed? Do you believe that good customer service includes working with our customers and colleagues to deliver what is needed and communicate well during the process? We’re looking for someone exactly like you.
You will be at the very core of our team, triaging what is needed and implementing actions for colleagues. You will be good at developing and maintaining positive working relationships and be able to prioritise work with our service areas to meet our customer’s needs. You will be a valued member of a busy team, and will learn lots about our business and services offered. As part of the role, we will support service areas with lesson capture, so an attention to details will be key, making sure we are collating the right information for service improvements. We can’t wait for you to join our team, ensuring our customers feel valued, supported and heard.
Key responsibilities:
- Provide excellent customer service when interacting with customers either in the form of correspondence, phone or at the office, adhering to our service standards and meeting diverse needs of the customer
- To support the Service Recovery Team, and to help ensure services are responsive to changes in the external environment and internal priorities
- Assist with helping the service to manage low level cases, in an effort to understand the complete end to end service recovery process
- Respond to customers in a timely and customer friendly way taking into account the needs of each individual
- Transfer service requests to the appropriate departments within agreed timescales
- Ensure accurate records are maintained within the CRM System
- To support the team with any administrative duties as required
- To produce “real time” information on current workloads and leading indicators for effective resource planning and workload management for team and business using the CRM system
More about you
- Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
- Experience of providing a customer focused administrative service
- Proven track record of delivering exceptional Customer Service
- Excellent verbal and written communication and interpersonal skills
- Good working knowledge and experience of IT packages/ software (Microsoft Office, Outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development.
In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.
Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.
If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: resourcing@a2dominion.co.uk
A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:
- actively look to attract and recruit disabled people
- provide a fully inclusive and accessible recruitment process
- offer an interview to disabled applicants who meet the minimum criteria for the job
- be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- make reasonable adjustments as required
At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.
Meeting the role requirements
We recognise that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at resourcing@a2dominion.co.uk.
A2Dominion is proud to be a family friendly employer
Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.”
Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
