Operational Support Officer
Operational Support Officer Leicester Salary: £20,000 per annum Hours: 35 per week When asra Housing Group and Paragon Community Housing joined together in April 2017 to form PA Housing we knew immediately it was a great match, sharing many of the same ideas, values and principles. We're stronger together with a combined workforce of 650 people and over 24,000 homes across the East Midlands, London and South East offering a range of housing solutions from affordable rent, independent living and shared ownership for those in need. Our increased financial strength means we are able to build around 350 additional new homes each year. We currently have an opportunity for an Operational Support Officer to join our busy Customer Services team in Leicester and we really want to hear from you if; You are customer centric, self-motivated and able to remain calm under pressure; You have strong decision making and problem-solving skills; You possess strong interpersonal and time management skills; You have experience of working in a customer services environment; You possess an ability to coach and develop a wider team. Reporting to the Customer Services Manager, you will support the day to day operational running of the Customer Services Team, offering support and expertise in housing, income and repairs, working to get a positive resolution to our customers' queries. Working with the Customer Experience and Insight team, you will promote, write and implement procedures, processes and policies that encourage continuous improvement. You will support internal departments in managing the volume of cases raised and ensure priority of works orders raised are in line with contractual requirements or internal targets. You will also help to coordinate complex and/or costly queries and issues, to enable a first line fix where possible maintain and continuously improve company knowledge bases and CRM workflows. The successful candidate will be a team player who displays a 'can do attitude with drive and enthusiasm. Knowledge of customer service techniques and an understanding of coaching techniques are essential for this role. We recognise that people are at the heart of our business and that success is dependent on enthusiastic and committed colleagues. We make sure they feel supported and encourage a culture of opportunity and learning to enable colleagues to fulfil their potential and make a real difference to people's lives every day. In return for your commitment, you can expect a competitive salary, generous holiday entitlement, pension scheme and employee discount scheme. As a responsible employer, we take the health and well-being of our colleagues seriously and are currently implementing a comprehensive health and wellbeing programme. These are exciting times for our organisation which is at the beginning of a new era and this is an excellent opportunity to join us on our journey. Closing Date: 5 pm, Wednesday 9th August 2017 How to apply: Please click the apply button to go to the recruiter's website where you will be required to complete the application process.