Customer Services Administrator - Croydon
Company profile
HML is part of the Vegner Group of Companies. The Vegner Group is a property service group established in 1991. With over 30 years' experience the business specialises in the management of blocks of flats and offers other related services such as insurance broking, lettings management, surveying, company secretarial and the provision of concierge staff. The group has revenues of approximately £31, and has over 650 employees, 180 of which are based at Clients' buildings. We also administer the employment (payroll and HR support) for a further 150-200 staff employed directly by our Clients.
Headquartered in Richmond the group operates from 18 locations across England. The highest concentration of staff is in the Southeast of England.
Job Purpose
To offer the highest standards of service to external customers (Tenants) as well as internal Customers (Employees of HML) when it comes to formal complaints and providing outcomes of these complaints for training purposes.
Primary Responsibilities
The administrator will work under the direction of the Head of Customer Services.
Complaints & Escalations
... - Respond to all types of formal complaints via phone and email, this will involve you:
- Acknowledging the formal complaint within 3 working days.
- Logging the complaint on our complaints database.
- Contacting relevant departments for information to respond.
- Using the information obtained to send an initial response to the complaint within 15 working days.
- If response appealed the complaint is referred to a Director of HML for review, you will need to compile the information on file and discuss with the Head of CS Administrator how to respond. This should take no longer than 15 working days.
- If the further response is rejected and the complaint is escalated to the Ombudsman, you will be required to compile Ombudsman responses.
- Provide information to the Head of Customer Services for process/continuous improvements
- Ensure that all Customer Service activities are compliant with Group policies and procedures
- Discuss challenging cases with the Head of Customer Services and agree a response and resolution strategy
- Chase up all correspondence and ensure we respond to all matters in a timely and professional manner.
Lost Blocks
- Assist with dispensation of the Lost Block process
Training, Compliance & Auditing
- You will be asked to review the complaints you have investigated and responded to and identify ones where problems were recognised. This information will need to be sent to the Head of Customer Services upon request for quality assurance purposes.
- Provide simple advice to internal colleagues concerning what the best process is to avoid a complaint being raised.
- Occasionally respond to GDPR queries and Subject Access Requests.
Person Specification
- Excellent interpersonal skills
- Determined, patient, firm and diplomatic demeanour
- Ability to prioritise workload and work under pressure
- Problem Solving
- Outstanding written and oral communication skills
- Strong co-ordination and time management skills
- Report-writing skills
- Proficient in Microsoft Software (Word, Excel and Outlook)
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.