Customer Experience Advisor

Job Title: Customer Experience Advisor

Department: Customer Experience Hub

Location: Bradford

Salary: £24,000 per annum, rising to £25,000 after a successful probation

About the Role:

As a Customer Service Advisor in our Customer Experience Hub, you will provide assurance, assistance and practical support to Anchor colleagues and our customers. You will also play a pivotal role in managing and resolving complaints to ensure an excellent service for our tenants and stakeholders. The key focus is on maintaining positive relationships, actively listening to concerns, and providing comprehensive solutions. You'll collaborate with different departments, contribute to continuous service improvement, and ensure compliance with regulations.

Key Accountabilities and Decision Making:

• Investigate and resolve complaints promptly, taking ownership from start to finish.
• Communicate with customers in a clear, professional, and compassionate manner, managing expectations and providing regular updates.
• Oversee future actions identified in closure correspondence, acting as the main point of contact until completion.
• Act as a mediator between customers and relevant departments for timely and fair resolution.
• Maintain organized records of complaints, resolutions, and contribute to trend analysis and improvement initiatives.
• Encourage feedback from customers to enhance service delivery and satisfaction.
• Stay updated on regulations, policies, and industry best practices.
• Collaborate with colleagues to ensure consistent and effective complaint resolution.

Knowledge and Skills:

• Familiarity with relevant regulations and guidelines.
• Thorough understanding of company policies, conflict management strategies, and industry best practices.
• Exceptional customer service skills with a focus on complaint resolution.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in office applications and relevant IT systems.

Experience and Qualifications:

• Previous customer-facing role experience, ideally within housing associations or property management.
• Demonstrated experience in complaint handling and conflict resolution.
• Educated to GSCE level C or above in Maths and English or equivalent.

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

• Gym, fitness and wellbeing discounts
• Mental health support
• Flexible working options
• Access to online GP appointments

Finance

• Pension plan – contribute between 4% and 8% and we’ll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser 

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.  

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members.  We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.