Customer Solutions Coordinator - London - Croydon

If you’re looking for a job where you can really make a difference and deliver exceptional customer service, we want to hear from you!

We’re looking for two compassionate and friendly Customer Solutions Coordinators to join our team.

• Job Type: Full-time – 3 month contract (likely to be extended)
• Hybrid working: 1 day in the office (Wednesdays) in Croydon; 4 days work from home
• Salary: £17.64 - £21.83 per hour
• Location: Croydon, London

You will provide expert advice to both customers and internal business areas, helping to achieve strategic goals and maintain a consistent approach to customer service.

Day-to-day of the role:

• Coordinate casework by liaising with staff and external parties, including customers, surveyors, solicitors, local authorities, councillors, and MPs.
• Collate all necessary information to facilitate decisions and deliver a full and accurate response in accordance with our policies and procedures.
• Maintain regular communication with all customers, managing expectations and ensuring timely responses.
• Record and update all relevant information during the management of your casework.
• Manage your casework effectively to meet or exceed performance targets in line with strategic goals.
• Actively participate in meetings and one-on-one sessions, demonstrating appropriate behaviours and contributing ideas.

Required Skills & Qualifications:

• Excellent organisational skills with experience in prioritising own workload.
• Strong communication and listening skills, capable of engaging with stakeholders at all levels.
• Intermediate level proficiency in Microsoft Office (Word, Excel, Outlook) and confidence using social media.
• Experience with CRM systems and understanding of dashboards.
• Knowledge of social housing and the roles of housing associations.
• Understanding of leasehold ownership and freeholder responsibilities.
• Self-motivated and proactive with the ability to work autonomously.
• Strong problem-solving skills with a track record of delivering positive outcomes for customers.
• Influencing skills with experience in direct customer interactions.
• Commitment to delivering excellent customer service.
• Professional yet friendly and outgoing work approach.
• Flexible and adaptable to change, with a positive and proactive attitude.
• Experience in a fast-paced environment and meeting challenging targets.

Desirable:

• Familiarity with complaints policies and procedures.
• Experience with the Housing Ombudsman Service and understanding of regulatory frameworks.
• Customer Service qualifications.

To apply for the Customer Service Coordinator position, please email your updated CV to Wendy or call .